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 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.

Design, build, and maintain diagnostics tooling that produces actionable insights for support engineers and customers; instrument for reliability, observability, and security-by-default.

Create AI agents and agentic workflows that operationalize diagnostics - author topics, prompts, orchestrations, and connectors; implement retrieval, actions, and multi-step reasoning using Copilot Studio + Azure AI Foundry and Microsoft 365 Agents Toolkit.

Surface diagnostics and agents across Assist 365, ASC, Agent Copilot, and select external channels to reduce case volumes and increase support effectiveness; partner closely with delivery teams to land experiences, and with engineering teams like SxG to ensure agentic solutions are aligned with org-wide platforms and standards.

Partner with SxG and TSI (Nexus) to identify, prioritize, and implement SCIM-specific agents that drive operational efficiency and capacity gains; contribute design patterns and re-usable components.

Engineering engagement & product improvement: collaborate in CRI/ICM triages and long-running investigations; file DCRs/bug bashes; influence service architecture to improve diagnosability and supportability.

Required Qualifications:

• Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND Hands On working experience either in Technical support, technical consulting experience, or information technology services.
• Proficiency with C#, for use in building diagnostics/tooling, with strong testing and reliability practices.
• Familiar with Copilot Studio and/or Azure AI Foundry, including retrieval augmentation and secure action execution.
• Data and telemetry fluency: design metrics and instrumentation that map to Supportability KPIs; build dashboards to track case deflection, time-to-mitigation, and experience quality.
• Cross-boundary collaboration with Support, EEE/PG, and Readiness teams; ability to translate CRI/ICM learning into diagnostics improvements and agentic capabilities.
• Secure engineering mindset: experience with gated actions, approvals, auditability, and role-based exposure of capabilities in AI experiences.
• Delivered AI agents or plugins that automate multi-step support workflows (triage, remediation, knowledge synthesis) across M365 or Azure workloads.
• Familiarity with Assist 365/ASC and Agent Copilot integration points.
• Experience implementing vectorized search (Azure AI Search), model selection, and prompt engineering at scale; comfort with low-code + pro-code hybrid delivery.
• Background in Supportability or Embedded Escalation Engineering (EEE), with hands-on CRI/ICM investigations and driving product improvements via DCRs/bug bashes.
• Expertise in at least one product or feature area within Security and Compliance.

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.

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.