Senior Technical Support Engineer

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 engineers with a passion for building software that drives customer success. As a **Senior Technical Support Engineer**, you will own, design, and ship the AI and software systems that resolve highly complex customer technical problems at fleet scale. This opportunity will accelerate your career growth, sharpen your system-design, problem-solving, and cross-team collaboration skills, and deepen your technical proficiency across applied AI, distributed services, and production engineering — becoming a domain and platform 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.

You'll 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. You'll 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. You'll own the customer supportability experience and act as a trusted technical person who evangelizes and drives the right work.     You'll design and ship scalable AI and software systems, including: An agent platform - an extensible, Model Context Protocol (MCP)–based system of AI diagnostic skills integrated with enterprise data services, run inside engineers' existing tools (CLI, VS Code, and chat). Production engineering rails - CI-enforced quality gates, evaluation regression testing, comprehensive data science telemetry, and supply-chain security that let us ship AI safely and at scale. Every system is instrumented to surface performance, adoption, and quality signals in real time. Language-model pipelines - training, fine-tuning (including RLHF), and automated evaluation of models that reason over and assess support cases. Quality-evaluation systems - rubric-based, LLM-as-judge evaluation that scores case handling and surfaces coaching and compliance signals. Intelligent case-routing services - classification and ranking models that route cases to the right team and catch misrouted cases early. Privacy-preserving data tooling - a redaction pipeline (pattern-matching → transformer models → LLM) that protects PII and secrets across every data flow, forming the