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.
We are looking for an individual who is a service delivery focused subject matter expert. You will be responsible for frontline engineer or delivery partner support staff technical readiness and process compliance. You will provide in-depth technical & subject matter expertise for one or more products, services, or scenarios all while driving delivery excellence in a collaborative environment to achieve superior customer outcomes. Your primary accountability is to the support staff and managers on the teams you work with. This opportunity enables and promotes career growth as a recognized technical SME.
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
• Team Readiness & Development: You will ensure timely case resolution by driving engineer readiness based on skills-gap analysis and product needs.
• Case Management (Delivery Excellence): You will perform case reviews and customer wellness checks; ensure process compliance and progression of cases to help solve increasingly complex technical issues.
• Managing Collaborative Activities: Mentor engineers to be more effective collaborators (cross-team and cross-technologies/lines of business).
• Supportability Activities: You will contribute to customer self-help and volume deflection initiatives through activities like input on top pain areas and producing troubleshooting guides/readiness content to help with volume deflection.
• Process Improvement: Collaborate with stakeholder teams to provide product and process improvement feedback.
Qualifications
Required qualifications:
- Bachelor's Degree in Computer Science, Computer Engineering, Data Science, Information Technology (IT), or related technical field AND 3+ years of technical customer-facing experience (solutions architecture, technical consulting, AI/ML implementation, or cloud engineering) OR 5+ years of technical customer-facing experience in AI, cloud platforms, or related technologies.
- Proficiency in Python for AI/ML applications, automation, or data processing.
- Hands-on experience with DevOps, MLOps, and/or GenAIOps practices and tooling.
- Solid understanding of cloud platform fundamentals (Azure and/or AWS) including networking, security, identity management, and containerization (Docker, Kubernetes).
- Strong communication skills in English (written and verbal), with the ability to explain technical or AI-related concepts to non-technical audiences
- Demonstrated customer empathy and problem-solving mindset, with the ability to balance business impact, technical constraints, and user trust
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.
Preferred Qualifications:
- Demonstrated passion for responsible AI, AI ethics, and the societal impact of artificial intelligence technologies.
- Experience building or deploying generative AI solutions (LLMs, prompt engineering, RAG architectures, AI agents).
- Hands-on experience with Azure AI services (Azure OpenAI, Microsoft Foundry, Cognitive Services) or equivalent cloud AI platforms.
- Strong customer obsession mindset with proven ability to translate complex technical concepts into business value for diverse stakeholders.
- Experience with AI governance frameworks, model monitoring, responsible AI practices, or compliance requirements.
- Familiarity with infrastructure-as-code (Terraform, Bicep, ARM templates) and CI/CD pipelines for AI workloads.Experience with data engineering fundamentals and understanding of AI model lifecycle management.Microsoft Technology Certifications in AI, Azure, or related areas (e.g., Azure AI Engineer, Azure Solutions Architect).
- Active participation in AI communities, open-source contributions, or personal AI projects demonstrating continuous learning.
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.**