below marketmost similar roles pay hereabove market
This role pays more than
71%
of similar roles. Most pay
$130,937–$208,300
— the blue band above.
At the midpoint, this role pays about
$204k
versus about
$170k
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
694 open roles
on FindRole.
Listed pay typically runs
$119,800–$234,700
across 651 roles with salary data.
The Principal Technical Support Engineer - Tooling Lead joins the Customer Service & Support organization to lead the strategy and roadmap for the support tooling portfolio. This role involves rationalizing and integrating systems used by support engineers, making build-versus-buy decisions, and prioritizing investments to improve agent productivity and CSAT. The individual will partner with engineering and applied science teams to responsibly embed AI into workflows for agent-assist, case summarization, knowledge retrieval, and self-service. Key responsibilities include owning end-to-end coordination, release planning, and instrumenting adoption telemetry. The position requires expertise in AI/LLM capabilities, technical program management, and tool rationalization. The work focuses on solving complex technical issues and driving product changes to improve support operations and customer experience across a fragmented systems landscape.
Define and drive the multi-year strategy and roadmap for the support tooling portfolio.
Rationalize and integrate systems used by support engineers to improve agent productivity and CSAT.
Make build-versus-buy decisions and prioritize investments against clear operational outcomes.
Partner with engineering and science teams to embed AI into workflows like case summarization and knowledge retrieval.
Lead governance for quality, safety, privacy, and Responsible AI across all support experiences.
Own end-to-end coordination and release planning across multiple teams.
Instrument adoption and efficiency telemetry to track tooling performance.
Align engineering, support operations, and business stakeholders behind a shared tooling vision.
What we're looking for
Bachelor's Degree in Computer Science, Information Technology, or related field and 10+ years of technical support, consulting, or IT experience.
Bachelor's Degree in Computer Science, Information Technology, or related field and 15+ years of technical support, consulting, or IT experience (preferred).
12+ years in technical program or product management with substantial ownership of support, service, or workflow/productivity tooling (preferred).
Demonstrated track record of setting strategy for tools or platforms and driving measurable operational outcomes (preferred).
Fluency in applying AI/LLM capabilities to support scenarios with the judgment to embed them responsibly (preferred).
Ability to make build-versus-buy and tool-rationalization decisions across a fragmented systems landscape (preferred).
Cross-functional leadership to align engineering, support operations, and business stakeholders behind a shared roadmap (preferred).
Cloud
AI
SharePoint
OneDrive
M365
Technical Support
Troubleshooting
Logs
Traces
Telemetry
Comp-TIA
CCNA
ISC2
Computer Science
Information Technology
IT
Linux
Windows
Agile Scrum
Firewalls
ACAS
STIGs
Scripting
Configuration Management
Distributed Systems
Security+
MACE
VRS
Image Generator
Constructive Force Generator