Technical Support Engineer - Tooling Lead

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 Principal Technical Support Engineer, you will engage with executive level customers and development teams across Microsoft to enable resolution of highly complex technical issues and drive appropriate product changes. This opportunity will allow you to accelerate your career growth, hone your deep technical expertise and become a technical leader within Microsoft. 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 will help define and drive the multi-year strategy and roadmap for the support tooling portfolio — rationalizing and integrating the systems support engineers use every day, making build-versus-buy decisions, and prioritizing investments against clear operational outcomes such as agent productivity, and CSAT. You will partner with engineering, applied science, and support leadership to embed AI responsibly into the workflow — agent-assist, case summarization, knowledge retrieval, and self-service — and lead governance for quality, safety, privacy, and Responsible AI across those experiences. You will own end-to-end coordination and release planning across teams, instrument adoption and efficiency telemetry, and serve as the technical leader who aligns the organization behind a shared tooling vision.

Required/minimum qualifications Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 10+ years technical support, technical consulting experience, or information technology experience OR equivalent experience. Additional or preferred qualifications Bachelor's Degree in Computer Science, Information Technology, or related field AND 15+ years of technical support, technical consulting experience, or information technology experience OR equivalent experience. 12+ years in technical program or product management, with substantial ownership of support, service, or workflow/productivity tooling -or- equivalent experience Demonstrated track record setting strategy for a tools or platform portfolio and driving measurable operational outcomes (e.g., deflection, resolution time, agent productivity, CSAT). Fluency in applying AI/LLM capabilities to support scenarios — agent-assist, summarization, knowledge retrieval, and case deflection — with the judgment to embed them responsibly. Ability to make build-versus-buy and tool-rationalization decisions