Technical Support Engineering

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.

Collaborate with brilliant minds who challenge, inspire, and elevate each other to new heights. As a Technical Support Engineer on the Support Experience Development Team, you will help design and build powerful artificial intelligence-powered developer tools used by support engineers across Microsoft. You will own the architecture of developer tooling at the intersection of applied artificial intelligence and application modernization, driving intelligent, chat-driven workflows and structured data collection for case resolution across thousands of users.

Your opportunity is to define the core platform for agent orchestration, build systems that support structured output and multi-agent reasoning, and drive reliability in production artificial intelligence systems-not proof-of-concept demos, but resilient, scalable deployments. This is a greenfield modernization project, rearchitecting mission-critical applications for continuous delivery, integrating advanced Copilot and large language model capabilities, and transforming authentication and cloud integrations for a new era of developer productivity.

This role ensures that technical professionals who support the world's largest customers have advanced, responsible artificial intelligence tooling for faster, higher-quality, and more intelligent support experiences. You will play a central role in shaping platform strategy, reusable skill architectures, and defining integration contracts for intelligence features, enabling Microsoft to meet the urgent demand for innovation across global support operations. Join the team at a time of significant technical inflection and visible impact.

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

Case Resolution and Daily Operations

Leads the cross-team collaboration for the resolution of highly complex, cross-technology customer scenarios. Engages engineering teams by providing technical analysis and findings to drive efficient incident resolution. Models all case-handling standards with a continuous focus on speed and quality, and acts as a mentor to other Technical Support Engineers. Ensures that all customer interactions reflect a commitment to excellence in service and high levels of customer satisfaction.

Acts as an advisor to customers and informs them of the status and solution to their issues, demonstrating Communicating Effectively, Accountability, Resourceful, Empathy, and Situational awareness (CARES) behaviors. Mentors others on AI-assisted troubleshooting, case quality, direction of the case, and learning opportunities.

Product/Process Improvement

Influences process improvements across work groups, leveraging strong Customer Zero feedback loops, AI-enabled efficiencies, and quality feedback to the Product Group (PG). Reinforces recognition of cross-team trends and pattern-based improvements, collaborating with other teams to enhance overall effectiveness. Provides feedback and collaborates on feature enhancements and automation techniques to improve product serviceability. Integrates insights from case discussions and triage meetings to inform ongoing process enhancements.

Implements strategic business decisions with customers, partners, and teams to increase market share. Influences peers to implement strategy.

Readiness and Knowledge Management

Develops and delivers advanced readiness materials to enhance knowledge capabilities within the team. Utilizes AI and other insights to elevate team capability and support ongoing learning. Implements readiness programs through mentoring, content creation, and…