Technical Support Engineer

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. Our team builds the AI systems that make that support faster, higher-quality, and more consistent - putting intelligent diagnostic tools directly into the hands of the engineers who resolve customer problems every day. Our approach is data-driven and instrumented: we measure everything, build data science telemetry into every system, and treat support data as a strategic asset. We are transforming traditional support tools into AI-native systems where diagnosis, routing, and case handling are powered by intelligent reasoning over production support telemetry and enterprise context. Our systems are already in production: a marketplace of AI-powered diagnostic skills with dozens of packs used daily by support engineers across Azure, Microsoft 365, Dynamics 365, Power Platform, and Endpoint. Demand is outpacing our capacity to deliver, and we are growing the team to scale it. 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.

Responsibilities 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 trusted substrate the rest of the platform depends on.

Qualifications Required Qualifications:

• 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.

Other Requirements: 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.

Additional or preferred qualifications:

• 3+ years of experience developing and shipping production software services using TypeScript/Node.js, Python, or C#/.NET.
• Experience building AI-powered applications, including large language models (LLMs), AI agents, prompt engineering, Model Context Protocol (MCP), machine learning models, or text classification/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, RLHF, preference-based training, LLM-as-a-judge methodologies, labeled datasets, or benchmark development.
• Experience implementing software quality, security, and DevOps practices, including automated testing, code reviews, CI/CD pipelines, GitHub Actions, CodeQL, dependency management, secret scanning, and branch governance.
• Experience developing customer-facing or enterprise applications, including solutions for privacy, compliance, PII detection, data redaction, customer support, or operational workflows.

Technical Support Engineering IC4 - The typical base pay range for this role across the U.S. is USD $86,100 - $169,800 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $113,300 - $187,400 per year.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay

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.