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 development teams to drive product improvements and enhance customer experiences. The role emphasizes the use of advanced machine learning and causal models to inform strategic decisions. Candidates will have the opportunity to mentor junior data scientists and communicate analytical insights to senior stakeholders.

• Bachelor's Degree in Computer Science, Information Technology, or related field AND 10+ years of technical support, technical consulting experience, or information technology experience.
• Ability to meet Microsoft, customer and/or government security screening requirements.
• Expert-level causal inference skills with the ability to critique experimental and observational methods.
• Strong expertise in machine learning, including end-to-end modeling and production deployment.
• Expert proficiency in Python or R and SQL.

• Lead the design and analysis of large-scale experiments and observational studies.
• Develop and productionize advanced machine learning and causal models that drive strategic decisions.
• Establish best practices for experimentation, statistical rigor, and model validation across the team.
• Influence metric definitions, measurement strategy, and roadmap through data-driven insight.
• Mentor Associate data scientists and review analyses for methodological soundness.
• Communicate complex results and trade-offs to senior stakeholders.

• 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.