Microsoft
Technical Support Engineer - Tooling Lead
$131K–$304K
Redmond, WA +3 · On-site · Full-time · Posted Aug 5, 2026
- Location
- Redmond, WA
Charlotte, NC
Fargo, ND
Irving, TX - Experience
- 10+ years of technical support, technical consulting, or information technology experience; 12+ years in technical program or product management, or equivalent experience. Preferred: 15+ years in technical support, technical consulting, or information technology experience, or equivalent experience.
- Education
- Bachelor's Degree in Computer Science, Information Technology (IT), or related field, or equivalent experience.
About the job
Leads the strategy, integration, and responsible AI adoption of support tooling to improve engineer productivity and customer support outcomes.
What you'll do
- Set the multi-year support tooling strategy and roadmap, including system integration, build-versus-buy decisions, and investment priorities.
- Partner with engineering, applied science, and support leaders to embed AI in support workflows and govern quality, safety, privacy, and Responsible AI.
- Coordinate releases across teams, track adoption and efficiency, and align stakeholders around a shared tooling vision.
What they ask for
- Bachelor's Degree in Computer Science, Information Technology (IT), or related field, or equivalent experience.
- 10+ years of technical support, technical consulting, 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 ability to set portfolio strategy, drive measurable outcomes, apply AI/LLM capabilities responsibly, make tooling decisions, and lead cross-functional stakeholders.
Nice to have
- Bachelor's Degree in Computer Science, Information Technology, or related field and 15+ years of technical support, technical consulting, or information technology experience, or equivalent experience.
Pay
USD $130,900 - $277,200 per year (base salary); USD $165,600 - $303,600 per year (base salary)
Tools
AI/LLM
AI focus
Embed AI responsibly in support workflows, including agent-assist, case summarization, knowledge retrieval, self-service, and case deflection; lead governance for quality, safety, privacy, and Responsible AI.
Model-written summary · the original posting is authoritative