Overview
MCAPS-Core accelerates customer outcomes and business growth. By uniting product, engineering, marketing, sales, customer success, and partners around a common customer mission, we help customers realize value faster and turn innovation into measurable business impact. Through deep technical expertise and differentiated go-to-market execution, we win competitively, capture market share, and scale repeatable growth motions. We differentiate through value creation - delivering world-class, AI-powered customer experiences that accelerate adoption, strengthen loyalty, and create sustainable competitive advantage, driving growth that outpaces the market.
Within MCAPS - Core, 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.
Our team builds the AI systems that make that support faster, higher-quality, and more consistent - putting intelligent diagnostic tools directly into the hands of the engineers who resolve customer problems every day. Our approach is data-driven and instrumented: we measure everything, build data science telemetry into every system, and treat support data as a strategic asset. We are transforming traditional support tools into AI-native systems where diagnosis, routing, and case handling are powered by intelligent reasoning over production support telemetry and enterprise context. Our systems are already in production: a marketplace of AI-powered diagnostic skills with dozens of packs used daily by support engineers across Azure, Microsoft 365, Dynamics 365, Power Platform, and Endpoint. Demand is outpacing our capacity to deliver, and we are growing the team to scale it.
In the Customer Service & Support CSS team, we are looking for engineers with a passion for building software that drives customer success. As a Senior Technical Support Engineer, you will own, design, and ship the AI and software systems that resolve highly complex customer technical problems at fleet scale. This opportunity will accelerate your career growth, sharpen your system-design, problem-solving, and cross-team collaboration skills, and deepen your technical proficiency across applied AI, distributed services, and production engineering - becoming a domain and platform expert.
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.
