Overview

MCAPS-Core accelerates customer outcomes and business growth. By uniting product, engineering, marketing, sales, customer success, and partners around a common customer mission, we help customers realize value faster and turn innovation into measurable business impact. Through deep technical expertise and differentiated go-to-market execution, we win competitively, capture market share, and scale repeatable growth motions. We differentiate through value creation - delivering world-class, AI-powered customer experiences that accelerate adoption, strengthen loyalty, and create sustainable competitive advantage, driving growth that outpaces the market.

Within MCAPS - Core, 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

• Resolve complex technical escalations through advanced diagnostics and close collaboration with engineering teams.
• Build and operationalize AI and agentic solutions that improve troubleshooting, automation, and overall support efficiency.
• Drive supportability investments through trend analysis, self-healing capabilities, and workflow optimization.
• Influence product improvements by translating customer issues into actionable engineering feedback.
• Scale organizational effectiveness through tooling, knowledge sharing, technical coaching, and readiness initiatives.

Qualifications

Required Qualifications

• 5+ years of experience in technical support, technical consulting, information technology, or equivalent experience.
• 2+ years of experience developing and troubleshooting AI-powered applications, including LLMs, AI agents, MCP, and prompt engineering.
• 3+ years of experience with Microsoft AI technologies, including AI Foundry, GitHub Copilot, Microsoft Agent Framework/Semantic Kernel, and Copilot Studio.
• 5+ years of experience building and automating enterprise-scale cloud solutions using technologies such as C#, Python, KQL, .NET, PowerShell, REST APIs, DevOps/MLOps practices, and workflow automation platforms.

Preferred Qualifications

• Bachelor's degree in Computer Science, Engineering, or a related field, or equivalent industry experience.
• Experience building AI-powered applications, including large language models (LLMs), AI agents, prompt engineering, Model Context Protocol (MCP), machine learning models, and text classification or ranking systems.
• Experience designing cloud and data solutions using Azure, large-scale datasets, Azure Data Explorer (Kusto), and retrieval technologies such as keyword, vector, or semantic search.
• Experience evaluating and improving AI systems through model evaluation frameworks, preference-based training, LLM-as-a-judge methodologies, labeled datasets, and benchmark development.

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.