Senior Technical Support Engineer

Overview

With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft's products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers' expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft's portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.

Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we are powered by Microsoft's AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment.

In the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success. As a Senior Technical Support Engineer, you will own, troubleshoot, and solve highly complex customer technical issues. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and research skills, and further deepen your technical proficiency - becoming a product expert.

Microsoft's mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Responsibilities

Youll own complex AI initiatives end to end: partnering with applied science and engineering to shape architecture and integrated customer solutions - model selection, retrieval-augmented and agentic pipelines, prompt and tooling design, and safety guardrails.

Youll drive the roadmap, schedules, and staging and release plans against clear objectives; lead governance across the AI development lifecycle (Responsible AI review, model-risk, privacy, and compliance); and validate outcomes against real telemetry.

Youll own the customer supportability experience and act as a trusted technical person who evangelizes and drives the right work.

Qualifications

Required/minimum qualifications

• Bachelors Degree in Computer Science, Information Technology (IT), or related field AND 5+ years technical support, technical consulting experience, or information technology experience OR equivalent experience.
• 8+ years of experience in Technical Program Management, Product Management, or a related field, including 2+ years delivering AI/ML, Generative AI, or data-intensive products to production.

Other Requirements:

Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings:

• Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.

Additional or preferred qualifications

• Bachelors Degree in Computer Science, Information Technology, or related field AND 12+ years of technical support, technical consulting experience, or information technology experience OR equivalent experience.
• Microsoft Technology Certifications
• Industry IT-Based Certifications (e.g. Comp-TIA, CCNA, ISC2)
• Demonstrated success leading complex cross-functional programs, managing multiple stakeholders, and driving execution through influence without direct authority.
• Hands-on knowledge of the AI/ML product lifecycle, including data preparation, model training/fine-tuning, prompt engineering, evaluation, deployment, and production monitoring.
• Proven ability to evaluate and optimize model performance, balancing quality, latency, scalability, and cost across RAG, agent-based, or LLM-powered solutions.
• Experience defining and implementing Responsible AI, model governance, risk management, and compliance practices throughout the product lifecycle.
• Strong written and verbal communication skills, with a track record of translating complex technical concepts into actionable business outcomes for technical and non-technical audiences.

Technical Support Engineering IC5 - The typical base pay range for this role across the U.S. is USD $106,400 - $203,600 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $137,600 - $222,600 per year.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here:

https://careers.microsoft.com/us/en/us-corporate-pay

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.