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Technical Support Engineer - Tooling Lead

Microsoft· Technical Support Engineering
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Redmond, Charlotte, Fargo, Las Colinas$130.9k - $277.2kFull-timePosted 2mo ago

About the role

Principal Technical Support Engineer within the Customer Service & Support (CSS) team, responsible for defining the multi-year strategy and roadmap for the support tooling portfolio, embedding AI into workflows, and leading end-to-end coordination across teams to improve operational outcomes.

Responsibilities

  • 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.

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.
  • Bachelor's Degree in Computer Science, Information Technology (IT), 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 across a fragmented systems landscape.
  • Cross-functional leadership to align engineering, support operations, and business stakeholders behind a shared roadmap.

Skills

Required:Tooling portfolio strategyAI/LLM in supportBuild-versus-buy decisions

Benefits

  • 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
Last updated Aug 6, 2026. Interested? Apply on the company site.

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