ResponsibilitiesYou'll own complex AI initiatives end to end: partnering with applied science and engineering to shape architecture and integrated customer solutions - model selection, retrieval-augmented and agentic pipelines, prompt and tooling design, and safety guardrails.
You'll drive the roadmap, schedules, and staging and release plans against clear objectives; lead governance across the AI development lifecycle (Responsible AI review, model-risk, privacy, and compliance); and validate outcomes against real telemetry.
You'll own the customer supportability experience and act as a trusted technical person who evangelizes and drives the right work.
You'll design and ship scalable AI and software systems, including:
An agent platform - an extensible, Model Context Protocol (MCP)-based system of AI diagnostic skills integrated with enterprise data services, run inside engineers' existing tools (CLI, VS Code, and chat).
Production engineering rails - CI-enforced quality gates, evaluation regression testing, comprehensive data science telemetry, and supply-chain security that let us ship AI safely and at scale. Every system is instrumented to surface performance, adoption, and quality signals in real time.
Language-model pipelines - training, fine-tuning (including RLHF), and automated evaluation of models that reason over and assess support cases.
Quality-evaluation systems - rubric-based, LLM-as-judge evaluation that scores case handling and surfaces coaching and compliance signals.
Intelligent case-routing services - classification and ranking models that route cases to the right team and catch misrouted cases early.
Privacy-preserving data tooling - a redaction pipeline (pattern-matching transformer models LLM) that protects PII and secrets across every data flow, forming the trusted substrate the rest of the platform depends on.
QualificationsRequired/minimum qualifications- Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 5+ years technical support, technical consulting experience, or information technology experience OR equivalent experience.
Other Requirements:Ability 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:
- Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.
Additional or preferred qualifications- Bachelor's Degree in Computer Science, Information Technology, or related field AND 12+ years of technical support, technical consulting experience, or information technology experience OR equivalent experience.
- Microsoft Technology Certifications
- Industry IT-Based Certifications (e.g. Comp-TIA, CCNA, ISC2)
- 3+ years of experience developing and shipping production software services using TypeScript/Node.js, Python, or C#/.NET.
- Experience building AI-powered applications using large language models (LLMs), AI agents, MCP tools, prompt engineering, or machine learning techniques.
- Experience designing solutions that leverage Azure cloud services, large-scale datasets, Azure Data Explorer (Kusto), and retrieval technologies such as keyword, vector, or semantic search.
- Experience evaluating AI systems through model evaluation frameworks, labeled datasets, RLHF, preference-based training, or LLM-as-a-judge methodologies.
- Experience implementing software quality and security practices, including automated testing, code reviews, CI/CD pipelines, code scanning, dependency management, and branch governance.
- Experience developing privacy, compliance, or data protection solutions, including PII detection and data redaction.
- Experience building customer-facing, support, or enterprise operations applications.
Technical Support Engineering IC5 - The typical base pay range for this role across the U.S. is USD $106,400 - $203,600 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $137,600 - $222,600 per year.
Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here:
https://careers.microsoft.com/us/en/us-corporate-pay
This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.
