Technical Support Engineer - Azure AI

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 Technical Support Engineer, you will own, troubleshoot, and solve customers’ technical issues. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and research skills, and develop your technical proficiency. 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.

Response and Resolution: You own, investigate and solve customer technical issues. You collaborate within and across teams, leveraging troubleshooting tools and practices. Readiness: You lead or participate in building communities with peer delivery roles and, where appropriate, share your knowledge. You develop specific technical and professional proficiency to enable you to resolve customer issues, through training and readiness. Product/Process Improvement: You identify potential product defects and escalate appropriately to resolve, contributing to Microsoft product improvements.

Required Qualifications:  Experience troubleshooting production AI/ML solutions in technical support, AI Engineering , consulting, or a customer-facing role. Hands-on experience with Azure AI Foundry or comparable platforms, such as AWS Bedrock/SageMaker, Google Vertex AI, or other enterprise AI platforms. Understanding of foundation models, prompt engineering, RAG, embeddings, vector search, tool calling, and agentic workflows. Ability to troubleshoot model deployment, authentication, networking, data integration, content safety, latency, quotas, and performance. Experience with machine learning, inference endpoints, model evaluation, monitoring, and responsible AI. Proficiency in Python or another scripting language, REST APIs, SDKs, SQL or Kusto, and log analysis. Knowledge of cloud security, identities, access controls, private networking, firewalls, and API integration. Strong problem-solving, customer communication, prioritization, and collaboration skills. Degree in a relevant technical field or equivalent practical experience.

Experience with Azure OpenAI, Azure AI services, Azure Machine Learning, or equivalent services from other vendors. Experience supporting RAG applications, AI agents, orchestration frameworks, or multi-agent workflows. Familiarity with LangChain, Semantic Kernel, AutoGen, Model Context Protocol, or similar technologies. Experience with MLOps or