Technical Support Engineering

Microsoft•Redmond, WA

7d•$86,100 - $187,400

About The Position

MCAPS-Core accelerates customer outcomes and business growth by uniting product, engineering, marketing, sales, customer success, and partners around a common customer mission. The Customer Service & Support (CSS) organization builds trust and confidence by delivering a seamless support experience, powered by Microsoft’s AI technology. As a Technical Support Engineer on the Support Experience Development Team, you will help design and build powerful artificial intelligence-powered developer tools used by support engineers across Microsoft. You will own the architecture of developer tooling at the intersection of applied artificial intelligence and application modernization, driving intelligent, chat-driven workflows and structured data collection for case resolution across thousands of users. This role defines the core platform for agent orchestration, builds systems that support structured output and multi-agent reasoning, and drives reliability in production artificial intelligence systems. This is a greenfield modernization project, rearchitecting mission-critical applications for continuous delivery, integrating advanced Copilot and large language model capabilities, and transforming authentication and cloud integrations for a new era of developer productivity. This role ensures that technical professionals who support the world's largest customers have advanced, responsible artificial intelligence tooling for faster, higher-quality, and more intelligent support experiences. You will play a central role in shaping platform strategy, reusable skill architectures, and defining integration contracts for intelligence features, enabling Microsoft to meet the urgent demand for innovation across global support operations. Join the team at a time of significant technical inflection and visible impact. 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.

Requirements

Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 3+ years technical support, technical consulting experience, or information technology experience OR equivalent experience.
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.
Bachelor's Degree in Computer Science AND 3+ years of full-time professional software development experience, including designing, developing, testing, and maintaining production code in one or more programming languages such as C, C++, C#, Java, JavaScript, or Python.
Master’s Degree in Computer Science AND 4+ years of full-time professional software development experience, including designing, developing, testing, and maintaining production code in one or more programming languages such as C, C++, C#, Java, JavaScript, or Python AND 5+ years technical engineering experience with coding in languages including, but not limited to, C, C++, C#, Java, JavaScript, or Python.

Responsibilities

Leads the cross-team collaboration for the resolution of highly complex, cross-technology customer scenarios.
Engages engineering teams by providing technical analysis and findings to drive efficient incident resolution.
Models all case-handling standards with a continuous focus on speed and quality, and acts as a mentor to other Technical Support Engineers.
Ensures that all customer interactions reflect a commitment to excellence in service and high levels of customer satisfaction.
Acts as an advisor to customers and informs them of the status and solution to their issues, demonstrating Communicating Effectively, Accountability, Resourceful, Empathy, and Situational awareness (CARES) behaviors.
Mentors others on AI-assisted troubleshooting, case quality, direction of the case, and learning opportunities.
Influences process improvements across workgroups, leveraging strong Customer Zero feedback loops, AI-enabled efficiencies, and quality feedback to the Product Group (PG).
Reinforces recognition of cross-team trends and pattern-based improvements, collaborating with other teams to enhance overall effectiveness.
Provides feedback and collaborates on feature enhancements and automation techniques to improve product serviceability.
Integrates insights from case discussions and triage meetings to inform ongoing process enhancements.
Implements strategic business decisions with customers, partners, and teams to increase market share.
Influences peers to implement strategy.
Develops and delivers advanced readiness materials to enhance knowledge capabilities within the team.
Utilizes AI and other insights to elevate team capability and support ongoing learning.
Implements readiness programs through mentoring, content creation, and learning sessions, contributing significantly to the content and readiness strategy.
Acts as a resource for other teams by providing specialized training and support on complex problem-solving techniques.
Reviews technical solutions for security impact and risk exposure.
Strengthens Security by Design practices across the team to ensure all operations meet the highest security standards.
Actively monitors and responds to security management notifications and events, keeping the team informed of potential security threats.
Promotes Secure Future Initiative (SFI) behaviors by strengthening security awareness and proactive risk management across teams and partners.
Applies secure troubleshooting practices.
Ensures documentation meets compliance.
Completes all required security, compliance and privacy trainings in accordance with standards.
Adheres to security and privacy requirements.
Adheres to SFI for secure handling of customer data and all engagements.
Embody our culture and values