Technical Support Engineer - EEE

Design, build, and maintain diagnostics tooling that produces actionable insights for support engineers and customers; instrument for reliability, observability, and security-by-default.

Create AI agents and agentic workflows that operationalize diagnostics - author topics, prompts, orchestrations, and connectors; implement retrieval, actions, and multi-step reasoning using Copilot Studio + Azure AI Foundry and Microsoft 365 Agents Toolkit.

Surface diagnostics and agents across Assist 365, ASC, Agent Copilot, and select external channels to reduce case volumes and increase support effectiveness; partner closely with delivery teams to land experiences, and with engineering teams like SxG to ensure agentic solutions are aligned with org-wide platforms and standards.

Partner with SxG and TSI (Nexus) to identify, prioritize, and implement SCIM-specific agents that drive operational efficiency and capacity gains; contribute design patterns and re-usable components.

Engineering engagement & product improvement: collaborate in CRI/ICM triages and long-running investigations; file DCRs/bug bashes; influence service architecture to improve diagnosability and supportability.

Do you have experience in Technical support?, Do you have a Bachelor's degree?, * Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND Hands On working experience either in Technical support, technical consulting experience, or information technology services.

• Proficiency with C#, for use in building diagnostics/tooling, with strong testing and reliability practices.
• Familiar with Copilot Studio and/or Azure AI Foundry, including retrieval augmentation and secure action execution.
• Data and telemetry fluency: design metrics and instrumentation that map to Supportability KPIs; build dashboards to track case deflection, time-to-mitigation, and experience quality.
• Cross-boundary collaboration with Support, EEE/PG, and Readiness teams; ability to translate CRI/ICM learning into diagnostics improvements and agentic capabilities.
• Secure engineering mindset: experience with gated actions, approvals, auditability, and role-based exposure of capabilities in AI experiences.
• Delivered AI agents or plugins that automate multi-step support workflows (triage, remediation, knowledge synthesis) across M365 or Azure workloads.
• Familiarity with Assist 365/ASC and Agent Copilot integration points.
• Experience implementing vectorized search (Azure AI Search), model selection, and prompt engineering at scale; comfort with low-code + pro-code hybrid delivery.
• Background in Supportability or Embedded Escalation Engineering (EEE), with hands-on CRI/ICM investigations and driving product improvements via DCRs/bug bashes.
• Expertise in at least one product or feature area within Security and Compliance.

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.

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

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