Senior Technical Support Engineer

Microsoft’s Customer Service & Support (CSS) organization is seeking a Senior Technical Support Engineer to own and resolve highly complex customer technical issues. In this onsite role in Fargo, ND, you will work on end-to-end AI initiatives and contribute to AI governance activities, combining technical depth with customer-facing ownership.

What you’ll do

• Own complex AI initiatives end to end by partnering with applied science and engineering to shape architecture and integrated customer solutions, including model selection, retrieval-augmented and agentic pipelines, prompt and tooling design, and safety guardrails.
• Drive roadmap, schedules, and staging and release plans aligned to clear objectives, and lead governance across the AI development lifecycle such as Responsible AI review, model-risk, privacy, and compliance.
• Validate outcomes using real telemetry, ensuring delivered results meet the intended performance and reliability goals.
• Own the customer supportability experience and act as a trusted technical advocate to guide the right technical work.

Minimum qualifications

• Bachelor’s Degree in Computer Science, Information Technology (IT), or related field AND 5+ years of technical support, technical consulting, or IT experience (or equivalent experience).
• 8+ years of 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.
• Ability to meet Microsoft, customer and/or government security screening requirements for this role.
• Microsoft Cloud Background Check: required to pass upon hire/transfer and every two years thereafter.

Additional or preferred qualifications

• Bachelor’s Degree in Computer Science, Information Technology (IT), or related field AND 12+ years of technical support, technical consulting, or IT experience (or equivalent experience).
• Microsoft Technology Certifications.
• Industry IT-based certifications, for example Comp-TIA, CCNA, or 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 or fine-tuning, prompt engineering, evaluation, deployment, and production monitoring.
• Proven ability to evaluate and optimize model performance while 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, with a track record of translating complex technical concepts into actionable business outcomes for both technical and non-technical audiences.

Compensation

USD 106,400 - 222,600 per year. There is also a location-specific range for roles within the San Francisco Bay Area and New York City metropolitan area: USD 137,600 - 222,600 per year.

Benefits

Certain roles may be eligible for benefits and other compensation.

Education

Bachelor’s Degree in Computer Science, Information Technology (IT), or related field.