Senior Technical Support Engineer

As part of Microsoft’s Customer Service & Support (CSS) organization, this onsite role focuses on owning end-to-end resolution for highly complex customer technical problems. You will also take responsibility for complex AI initiatives and AI governance activities, partnering across applied science and engineering to shape architecture and integrated customer solutions. Eligibility for benefits and other compensation may apply depending on role.

What you’ll do

• Own complex AI initiatives end to end, partnering with applied science and engineering to influence architecture and integrated customer solutions, including model selection, retrieval-augmented and agentic pipelines, prompt and tooling design, and safety guardrails.
• Drive execution against clear objectives by managing roadmap, schedules, staging and release plans, and validating outcomes using real telemetry.
• Lead AI governance across the development lifecycle, including Responsible AI review, model-risk, privacy, and compliance activities.
• Elevate customer supportability by owning the customer supportability experience and acting as a trusted technical point of contact who helps direct the right work.

Required minimum qualifications

• Bachelor’s Degree in Computer Science, Information Technology (IT), or a related field AND 5+ years technical support, technical consulting, or information technology experience (or equivalent experience).
• 8+ years experience in Technical Program Management, Product Management, or a related field, including 2+ years delivering AI/ML, Generative AI, or data-intensive products to production.

Additional requirements

• Security screening: Ability to meet Microsoft, customer and/or government security screening requirements is required for this role.
• Microsoft Cloud Background Check: Required to pass upon hire/transfer and every two years thereafter.

Preferred qualifications

• Bachelor’s Degree in Computer Science, Information Technology (IT), or related field AND 12+ years technical support, technical consulting, or information technology experience (or equivalent experience).
• Microsoft Technology Certifications.
• Industry IT-based certifications (e.g., Comp-TIA, CCNA, ISC2).
• Demonstrated success leading complex cross-functional programs, managing multiple stakeholders, and driving execution through influence without direct authority.
• Hands-on knowledge of the AI/ML product lifecycle, including data preparation, model training/fine-tuning, prompt engineering, evaluation, deployment, and production monitoring.
• Proven ability to evaluate and optimize model performance, balancing quality, latency, scalability, and cost across RAG, agent-based, or LLM-powered solutions.
• Experience defining and implementing Responsible AI, model governance, risk management, and compliance practices throughout the product lifecycle.
• Strong written and verbal communication skills, including the ability to translate complex technical concepts into actionable outcomes for technical and non-technical audiences.

Location: Fargo, ND (onsite)

Compensation: USD 106,400 - 222,600 per year.

• Typical base pay range across the U.S.: USD $106,400 - $203,600 per year.
• Different range for specific work locations (San Francisco Bay Area and New York City metropolitan): USD $137,600 - $222,600 per year.