The Principal Technical Support Engineer role within the Customer Service & Support team at Microsoft focuses on delivering exceptional customer success by resolving complex technical issues. This position involves engaging with executive-level customers and collaborating with development teams to drive product improvements. The role emphasizes the integration of AI technologies into support workflows and requires strong leadership to align various stakeholders. Candidates will have the opportunity to enhance their technical expertise and contribute to the company's mission of empowering organizations globally.

• Bachelor's Degree in Computer Science, Information Technology, or related field AND 10+ years of technical support, technical consulting experience, or information technology experience.
• 12+ years in technical program or product management with substantial ownership of support, service, or workflow/productivity tooling.
• Demonstrated track record setting strategy for a tools or platform portfolio and driving measurable operational outcomes.
• Fluency in applying AI/LLM capabilities to support scenarios with the judgment to embed them responsibly.
• Ability to make build-versus-buy and tool-rationalization decisions across a fragmented systems landscape.

• Define and drive the multi-year strategy and roadmap for the support tooling portfolio.
• Partner with engineering, applied science, and support leadership to embed AI responsibly into the workflow.
• Own end-to-end coordination and release planning across teams.
• Instrument adoption and efficiency telemetry while serving as the technical leader.
• Align the organization behind a shared tooling vision.

• Employees at Microsoft are often offered comprehensive, “world-class” benefits—including health and mental-wellness programs, competitive pay with bonuses and stock awards, and retirement/savings options. Time-off and flexibility are common, with generous vacation and holidays, parental and caregiver leave, and flexible work schedules, alongside learning support, employee resource groups, product discounts, and matching-gifts/volunteering programs. Specific benefits can vary by region.