Principal Engineer, Global Technical Support Tools and AI Solutions

Position Summary We are seeking a highly skilled and motivated Individual to join our Global Technical Support (GTS) organization. This role will be pivotal in driving the development and implementation of in-house tools that empower our Technical Support Engineers (TSEs) to analyze customer log files and leverage our AI capabilities effectively. The ideal candidate will possess a strong technical background, exceptional leadership skills, and a passion for innovation in customer support. Responsibilities: Lead the design, development, and enhancement of in-house tools used by Technical Support Engineers. Collaborate with cross-functional teams to identify tool requirements and ensure alignment with organizational goals. Drive the integration of AI capabilities within the tool space to enhance the efficiency and accuracy of technical support. Explore and implement machine learning models to automate log analysis and improve technical troubleshooting processes. Mentor a team of technical professionals, fostering a culture of collaboration, innovation, and continuous improvement . Provide guidance and support to TSEs to maximise tool and AI capabilities. Work closely with product management, engineering, and other stakeholders to align tool development with product features and customer needs. Present findings and recommendations to senior leadership and stakeholders, driving strategic decisions. Establish key performance metrics to assess the effectiveness of tools and AI solu