Technical Support Advisor – Azure AI

The Azure AI Customer Support team at Microsoft is a group of dedicated, technology-oriented professionals focused on enabling our Microsoft mission by delighting our customers and exceeding their expectations in every interaction through connected customer experience . Our goal is to facilitate and accelerate the integration of AI capabilities into the core operations of enterprises, helping them to leverage the power of AI and cloud computing via Microsoft's Azure platform. We work at the forefront of innovation, ensuring smooth operation and optimization of AI solutions for a diverse range of client needs.

As a Technical Advisor for Azure AI, your role is pivotal in the successful implementation and maintenance of our clients' AI initiatives. You will be the technical lighthouse, guiding users through the Azure AI landscape, ensuring they are able to make the most of our powerful suite of solutions . With your deep understanding of AI, cloud computing, networking, security and privacy , you will solve complex issues, deliver personalized solutions, and provide world-class support that Microsoft customers rely upon.

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.

Qualifications

Required Qualifications and Experiences

To qualify for this role, you should have:

• Substantial experience in system development, network operations, software support, IT consulting, or technical troubleshooting. Prior experience in product, customer support, or technical support roles at a senior level. Expertise in Networking and Security, particularly in private and public network environments .
• Extensive experience with cloud platforms (Azure, AWS, or GCP), particularly in AI/ML services. Good understanding of AI/ML libraries and frameworks (e.g., TensorFlow, PyTorch ) and i n-depth knowledge of large language models and open-source AI frameworks (e.g. LangChain )
• Strong foundation in Data Engineering, including data retrieval (SQL, Kusto), data management, data visualization, and statistical analysis. Pr oficiency in scripting languages such as PowerShell or Python. Relevant skills in RESTful API development and integration .
• Demonstrated passion for developing people, with proven mentoring and coaching abilities.
• Exceptional customer service orientation, with strong communication, problem-solving, and interpersonal skills. Ability to handle difficult customer interactions and thrive in ambiguous situations.

This is an opportunity to be part of a team that's at the forefront of AI and cloud computing, helping businesses across the globe realize the transformative power of technology. If you're passionate about AI and love solving complex problems, we would love to hear from you

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.

Responsibilities

Responsibilities

• Team Readiness & Development : Lead the team in timely case resolution through engineer readiness, addressing skills gaps and product needs. Demonstrate technical leadership in resolving high-impact technical challenges to significantly enhance customer experiences with Azure AI products and services. Role model participation in hackathon s , brainstorming sessions , or innovation lab .
• Delivery Excellence (Case Management ): Conduct case reviews and customer wellness checks, ensuring process compliance and effective resolution of complex technical issues. Provide leadership in championing customer support journeys with Microsoft, focusing on delivering a connected customer experience . Engage with a diverse range of global customers, including Fortune 500 companies, to improve the team's problem-solving, case management, and customer service skills. Drive technical triages for support improvements and provide actionable feedback for service delivery enhancements.
• Managing Collaborative Activities : Mentor engineers to improve collaboration across teams and technologies. Manage complex escalated problems requiring broad, in-depth product knowledge. Collaborate with product teams to influence product development and relay customer feedback for future enhancements. Oversee the collaboration process, ensuring cohesive problem resolution and ownership with a One Microsoft approach.
• Supportability Activities: Contribute to customer self-help and volume deflection initiatives, including providing input on key pain areas and creating troubleshooting guides. Partner with product groups and lead initiatives to drive efficiency and supportability imp rovements ( e.g. diagnostic tools , Copilots, Generative AI ) . Lead the implemen tation of automation solutions for repetitive tasks, allocating more time for strategic initiatives.
• Customer Advocacy & Process Improvement : Act as the voice of the customer, identifying and reporting software bugs and suggestions to shape Microsoft's customer support strategy. Refine processes by working with global teams, influencing product development, and acting as a liaison between engineering and support teams. Serve as an early warning system, proactively addressing solutions to mitigate issues.

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.

Industry leading healthcare

Educational resources

Discounts on products and services

Savings and investments

Maternity and paternity leave

Generous time away

Giving programs

Opportunities to network and connect

Microsoft is an equal opportunity employer. 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 .

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