With over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more. Empowering customers to harness the full potential of Azure AI by delivering world-class support for Azure Machine Learning, Azure OpenAI, and Cognitive Services. We help to support enterprises to resolve complex challenges, drive AI innovation, and ensure seamless adoption of cutting-edge AI solutions. Our mission is to provide expert guidance, proactive solutions, and an exceptional support experience that accelerates customer success in the AI-driven world. The Microsoft CSS Azure AI team plays a pivotal role in delivering world-class support for Azure Machine Learning, Azure OpenAI, and Cognitive Services. As a key technical expert, you will help enterprise customers overcome complex challenges, optimize AI workloads, and accelerate their AI adoption. This role requires deep technical expertise, problem-solving skills, and a passion for customer success. You will collaborate with engineering teams, influence product improvements, and ensure customers maximize the value of Azure AI solutions. 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** **Response and Resolution:** + Own, investigate, and solve highly complex customer technical issues and serve as a technical escalation point for other engineers to assist in resolving cases and perform complex troubleshooting tasks (e.g., debugging). + Reviews highly complex issues and contacts customers to understand issue. Ensures customers stay informed as to the status/solution of their issue. Utilizes troubleshooting tools (e.g., debugging) to help resolve customer issues. Supports the business both locally and globally to drive business. Serves as a technical escalation point. + Resolves highly complex cases and by working on the end-to-end on case resolution. Serves as an escalation point for other engineers to assist in resolving cases. May have to work with product group or engineering team. + Performs complex product troubleshooting and remediation when needed. Works alongside the development teams to drive incident resolution for configuration, code, or other service deficiencies impacting customers. Analyzes patterns of problems and identifies workflows to optimize support engineering delivery for a team or region level. + Collaborates on cross-team and cross-product technical issues by working with resources from other groups including support engineering groups, product groups, services team, and account team as needed to resolve complex customer issues. **Readiness:** + Lead in building communities with peer delivery roles and share your knowledge through readiness programs, technical coaching and mentoring of others. + Deepen your technical and professional proficiency to enable you to resolve highly complex customer issues, through training and readiness. + Assists in the development of end-to-end readiness programs (e.g., mentoring, leading triages, content creation, brown bag sessions, blogs, quality assurance checks, writes technical articles) for new and existing technology. **Product/Process Improvement:** + Act as a trusted advisor to the product group/ engineering teams and drive Microsoft product, diagnostic and support process improvements. + Contributes to product improvements by filing bugs and design change requests, and recommends potential fixes to validate resolution prior to shipping to customer or production in order to prevent customers from being impacted. + Reviews diagnostic processes and collaborates to design complete systems that simplify tools automation and eliminate systematic diagnostic issues. Builds automation tools. + Makes improvements based on feedback provided. Translates feedback and creates processes and workflows for case resolution. + Leads case triage meetings and/or case discussions to share knowledge with other engineers and develop customer solutions. Takes learnings from triage meetings to communicate readiness needs to manager or readiness team. **Business Integration:** + Use your business and technology insights to help shape strategy when engaging with customers, partners, and teams. + Business Integration + Uses business integration knowledge to influence strategy when engaging with customers, partners, and teams. Other · Embody our culture and values (http://culture%20and values) **Qualifications** **Required Qualifications:** + 7+ years technical support, technical consulting experience, or information technology experience + OR Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 5+ years technical support, technical consulting experience, or information technology experience. **Additional or Preferred Qualifications:** + Thorough troubleshooting, debugging, and problem-solving skills + Experience in Azure Machine Learning, Azure Open AI or Cognitive Services + Azure Cloud experience + Excellent communication skills with both written and spoken English + Ability to work well in a highly collaborative team + Ability to work well in ambiguous situations Technical Support Engineering IC5 - The typical base pay range for this role across the U.S. is USD $103,800 - $200,300 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 $133,700 - $219,200 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 Microsoft will accept applications for the role until March 3, 2025. \#CES #CSS #DTP #AInG Microsoft is an equal opportunity employer. Consistent with applicable law, 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 and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations (https://careers.microsoft.com/v2/global/en/accessibility.html) .