Senior Technical Support Engineer
About The Position
The Senior Technical Support Engineer works in Microsoft’s Customer Service & Support organization, part of Customer Experience and Success. The role owns, troubleshoots, and resolves highly complex customer technical issues while helping deliver a seamless, secure support experience. It offers the opportunity to develop problem-solving, collaboration, research, and technical expertise. The position also leads complex AI initiatives from concept through delivery, collaborating with applied science and engineering teams to shape architecture and customer solutions. This includes model selection, retrieval-augmented and agentic pipelines, prompt and tooling design, and safety guardrails. The engineer drives roadmaps, schedules, staging and release plans, governance across the AI development lifecycle, and validation of outcomes using real telemetry. The role owns the customer supportability experience and serves as a trusted technical advocate who helps direct work toward the right outcomes.
Requirements
- Bachelor’s degree in Computer Science, Information Technology, or a related field and 5+ years of technical support, technical consulting, 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.
- Ability to meet Microsoft, customer, and/or government security screening requirements, including passing the Microsoft Cloud Background Check upon hire or transfer and every two years thereafter.
Nice To Haves
- Bachelor’s degree in Computer Science, Information Technology, or a related field and 12+ years of technical support, technical consulting, or information technology experience, or equivalent experience.
- Microsoft Technology Certifications.
- Industry IT-based certifications, such as CompTIA, CCNA, or 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 or 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, including translating complex technical concepts into actionable business outcomes for technical and non-technical audiences.
Responsibilities
- Own, troubleshoot, and solve highly complex customer technical issues.
- Lead complex AI initiatives end to end, partnering with applied science and engineering to shape architecture and integrated customer solutions.
- Guide model selection, retrieval-augmented and agentic pipelines, prompt and tooling design, and safety guardrails.
- Drive roadmaps, schedules, and staging and release plans against clear objectives.
- Lead governance across the AI development lifecycle, including Responsible AI review, model-risk, privacy, and compliance.
- Validate outcomes against real telemetry.
- Own the customer supportability experience and act as a trusted technical person who evangelizes and drives the right work.
Benefits
- Certain roles may be eligible for benefits and other compensation; specific benefits are not detailed in the posting.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
