Microsoft

Technical Support Engineer - Tooling Lead

Microsoft$130K — $277K *
Information Technology
8 - 10 years of experience
Job Overview by Ladders

Qualifications

  • Bachelor's Degree in Computer Science, IT, or related field with 10+ years of relevant experience
  • Additional preferred qualifications include a Bachelor's Degree with 15+ years of experience
  • 12+ years in technical program or product management, focusing on support or productivity tooling
  • Proven ability to set strategy for tool portfolios and drive measurable outcomes
  • Expertise in applying AI/LLM capabilities in support workflows
  • Strong decision-making skills for build-versus-buy scenarios in system integrations
  • Cross-functional leadership skills for aligning diverse teams toward a common tooling vision.

Responsibilities

  • Define and drive the multi-year strategy for the support tooling portfolio
  • Partner with leadership to integrate AI into workflow responsibly
  • Lead coordination and release planning across technical teams
  • Establish adoption and efficiency metrics for tooling
  • Align the organization behind a shared vision for support tools.

Benefits

  • Various employee benefits and compensation packages
  • Potential eligibility for additional benefits related to the role.
Full Job Description
Responsibilities
  • You will help define and drive the multi-year strategy and roadmap for the support tooling portfolio - rationalizing and integrating the systems support engineers use every day, making build-versus-buy decisions, and prioritizing investments against clear operational outcomes such as agent productivity, and CSAT.
  • You will partner with engineering, applied science, and support leadership to embed AI responsibly into the workflow - agent-assist, case summarization, knowledge retrieval, and self-service - and lead governance for quality, safety, privacy, and Responsible AI across those experiences.
  • You will own end-to-end coordination and release planning across teams, instrument adoption and efficiency telemetry, and serve as the technical leader who aligns the organization behind a shared tooling vision.


Qualifications

Required/minimum qualifications

  • Bachelor'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.


Additional or preferred qualifications

  • Bachelor'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.
  • 12+ years in technical program or product management, with substantial ownership of support, service, or workflow/productivity tooling -or- equivalent experience
  • Demonstrated track record setting strategy for a tools or platform portfolio and driving measurable operational outcomes (e.g., deflection, resolution time, agent productivity, CSAT).
  • Fluency in applying AI/LLM capabilities to support scenarios - agent-assist, summarization, knowledge retrieval, and case deflection - with the judgment to embed them responsibly.
  • Ability to make build-versus-buy and tool-rationalization decisions across a fragmented systems landscape.
  • Cross-functional leadership to align engineering, support operations, and business stakeholders behind a shared roadmap.


Technical Support Engineering IC6 - The typical base pay range for this role across the U.S. is USD $130,900 - $277,200 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 $165,600 - $303,600 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.

About Microsoft

Microsoft is an American multinational corporation that develops, manufactures, licenses, supports, and sells a range of software products and services. Microsoft’s devices and consumer (D&C) licensing segment licenses the Windows operating system and related software, Microsoft Office for consumers, and the Windows Phone operating system. The company’s computing and gaming hardware segment provides Xbox gaming and entertainment consoles and accessories, second-party and third-party video games, and Xbox Live subscriptions; surface devices and accessories; and Microsoft PC accessories. Its phone hardware segment offers Lumia smartphones and other non-Lumia phones. Its D&C segment provides Windows Store, Xbox Live transactions, and Windows phone store; search advertising; display advertising; Office 365 Home and Office 365 Personal; first-party video games; and other consumer products and services as well as operating retail stores. Microsoft’s commercial licensing segments license server products, including Windows Server, Microsoft SQL Server, Visual Studio, System Center, and related Client Access Licenses (CALs); Windows Embedded; Windows operating system; Microsoft Office for business, including Office, Exchange, SharePoint, Lync, and related CALs; Microsoft Dynamics business solutions; and Skype. Its commercial segment offers enterprise services, including premier support services and Microsoft consulting services; commercial cloud comprising Office 365 Commercial, other Microsoft Office online offerings, Dynamics CRM Online, and Microsoft Azure; and other commercial products and online services. The company markets and distributes its products through original equipment manufacturers, distributors, and resellers, as well as online.

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Learn more about Microsoft
Size
181,000 employees
Market Cap
$1,762.4 billion
Industry
Net Income
$51.3 billion
Founded
1975
5 Year Trend
+15.5%
Revenue
$153.2 billion
NASDAQ

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