Overview
With 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.
Responsibilities
- Lead the design and analysis of large-scale experiments and observational studies; select and defend the right causal inference approach for each problem.
- Develop and productionize advanced machine learning and causal models that drive strategic decisions.
- Establish best practices for experimentation, statistical rigor, and model validation across the team.
- Influence metric definitions, measurement strategy, and roadmap through data-driven insight.
- Mentor Associate data scientists and review analyses for methodological soundness.
- Communicate complex results and trade-offs to senior stakeholders.
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.
**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: 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 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.
Expert-level causal inference — able to choose, apply, and critique experimental and observational methods (DiD, IV, propensity/matching, uplift, synthetic control).
Advanced statistics — deep command of inference, uncertainty quantification, and both Bayesian and frequentist approaches.
Strong ML expertise — end-to-end modeling, robust validation, and production deployment.
Experience evaluating LLMs and/or AI agents — building rigorous evaluation frameworks, benchmarking, and measuring quality, safety, and reliability at scale.
Track record leading impactful experimentation programs.
Experience with causal ML libraries (DoWhy, EconML, CausalML) at scale.
Demonstrated technical leadership and mentorship.
Data storytelling — translating complex analyses into compelling data stories through enhanced visualizations in Python (e.g., matplotlib, seaborn, plotly) or other tools.
Expert proficiency in Python or R and SQL.
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.
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about **requesting accommodations.**