Technical Support Engineer - AI Lead

Principal Technical Support EngineerWith more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft's products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers' expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft's portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we are powered by Microsoft's AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment.In the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success. As a Principal Technical Support Engineer, you will engage with executive level customers and development teams across Microsoft to enable resolution of highly complex technical issues and drive appropriate product changes. This opportunity will allow you to accelerate your career growth, hone your deep technical expertise and become a technical leader within Microsoft.Microsoft's mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.ResponsibilitiesYou will operate as a recognized authority: driving the strategic agenda for AI programs across divisions, defining organization-wide Responsible AI, evaluation, and model-governance standards, and holding teams accountable to performance and safety requirements throughout the AI lifecycle.You will be the definitive voice on program goals and prioritization across boundaries, orchestrate complex AI initiatives that span organizations, influence engineering and executive stakeholders on architecture and roadmap, and oversee delivery end to end.You will invest heavily in thought leadership, shaping the discipline and mentoring other program managers.QualificationsRequired/minimum qualificationsBachelor's Degree in Computer Science, Information Technology (IT), or related field AND 10+ years technical support, technical consulting experience, or information technology experience OR equivalent experience.Other RequirementsAbility to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include but are not limited to the following specialized security screenings: Citizenship & Citizenship Verification: This position requires verification of U.S. citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local United States government agency customer and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, citizenship will be verified via a valid passport.Additional or preferred qualificationsBachelor's Degree in Computer Science, Information Technology, or related field AND 15+ years of technical support, technical consulting experience, or information technology experience OR equivalent experience.15+ years in technical program or product management with a strong record of principal-level AI/ML program ownership.Sustained record of organization-wide strategic impact in AI and industry credibility.Proven history of defining AI evaluation and governance frameworks that get adopted broadly.Executive-level stakeholder management and the judgment to set direction under significant ambiguity and technical risk.Expert fluency across the LLM and agentic stack, data and evaluation strategy, model-risk and Responsible AI governance, and the cost, latency, and quality economics of production AI systems.