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. The role emphasizes the use of AI technology to enhance support experiences and prevent future issues. Candidates will have the opportunity to grow their technical expertise and influence company strategy.

• Bachelor's Degree in Computer Science, Information Technology, or related field AND 10+ years of technical support, technical consulting experience, or information technology experience OR equivalent experience.
• Ability to meet Microsoft, customer and/or government security screening requirements.
• U.S. citizenship verification is required due to legal restrictions.

• Set the long-term vision and standards for experimentation, causal inference, and machine learning across the organization.
• Drive the most complex, high-stakes analyses where correct causal identification is critical to strategic decisions.
• Architect scalable modeling and experimentation frameworks adopted across teams.
• Advise executives and cross-functional leaders on measurement strategy and interpretation of results.
• Mentor senior data scientists and shape hiring and technical growth for the discipline.
• Champion methodological excellence, reproducibility, and compelling data storytelling.

• 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.