This role pays less than
55%
of similar roles. Most pay
$140,825–$177,250
— the shaded band above.
At the midpoint, this role pays about
$155k
versus about
$159k
for comparable roles.
Based on 240 similar postings.
Employer
About Microsoft
Microsoft Corporation is a global technology leader producing software, hardware, and cloud services including Windows, Office 365, Azure cloud platform, Xbox gaming, and Surface devices. Industry: Software & Cloud Computing
Microsoft currently has
628 open roles
on FindRole.
Listed pay typically runs
$119,800–$234,700
across 597 roles with salary data.
As a Senior Technical Support Engineer within the Customer Service & Support team, you will own, design, and ship AI and software systems that resolve complex customer technical problems at fleet scale. You will manage end-to-end AI initiatives by partnering with engineering teams to develop architecture for model selection, retrieval-augmented pipelines, prompt design, and safety guardrails. Your daily work involves building an agent platform using Model Context Protocol, developing production engineering rails with CI-enforced quality gates, creating language-model pipelines involving fine-tuning and RLHF, and designing intelligent case-routing services. You will utilize technologies including TypeScript, Node.js, Python, C#/.NET, and Azure cloud services while managing large datasets via Kusto. The role focuses on solving technical support challenges by building automated evaluation systems, privacy-preserving data redaction tools, and scalable infrastructure to improve the customer supportability experience.
Design and ship scalable AI and software systems to resolve complex customer technical problems at fleet scale.
Manage end-to-end AI initiatives including model selection, retrieval-augmented pipelines, prompt design, and safety guardrails.
Develop an extensible agent platform with integrated diagnostic skills for use in developer tools like CLI and VS Code.
Build production engineering rails including CI-enforced quality gates, regression testing, and real-time telemetry.
Create language-model pipelines for training, fine-tuning, and automated evaluation of models that assess support cases.
Develop intelligent case-routing services using classification and ranking models to route tickets to the correct teams.
Build privacy-preserving data tooling and redaction pipelines to protect PII and secrets across all data flows.
Lead governance for the AI development lifecycle including Responsible AI reviews, model risk, and compliance.
What we're looking for
Bachelor's Degree in Computer Science, Information Technology (IT), or related field and 5+ years of technical support, consulting, or IT experience.
Ability to pass Microsoft Cloud background checks every two years.
Bachelor's Degree in Computer Science, Information Technology, or related field and 12+ years of technical support, consulting, or IT experience (preferred).
Microsoft Technology Certifications or industry IT-based certifications like CompTIA, CCNA, or ISC2 (preferred).
3+ years of experience developing and shipping production software services using TypeScript/Node.js, Python, or C#/.NET (preferred).
Experience building AI-powered applications using LLMs, AI agents, MCP tools, prompt engineering, or machine learning techniques (preferred).
Experience designing solutions using Azure cloud services, large-scale datasets, Kusto, and retrieval technologies like vector or semantic search (preferred).
Experience with software quality/security practices, AI evaluation frameworks, privacy-preserving data tooling, or customer-facing applications (preferred).
FortiGate
TCP/IP
Routing Protocols
L2/L3 Switching
Firewalls
IDS/IPS
VPN
Windows
OSX
Unix
Linux
AI Tools
KCS® framework
Cybersecurity
System Administration