Technical Support Engineer - Azure AI

Overview

MCAPS-Core accelerates customer outcomes and business growth. By uniting product, engineering, marketing, sales, customer success, and partners around a common customer mission, we help customers realize value faster and turn innovation into measurable business impact. Through deep technical expertise and differentiated go-to-market execution, we win competitively, capture market share, and scale repeatable growth motions. We differentiate through value creation - delivering world-class, AI-powered customer experiences that accelerate adoption, strengthen loyalty, and create sustainable competitive advantage, driving growth that outpaces the market.

Within MCAPS - Core, 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 complex customer technical issues. This opportunity will allow you to accelerate your career growth by honing your problem-solving, collaboration and research skills, and developing 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.

Responsibilities

• Response and Resolution: You own, investigate, and solve complex customer technical issues and act as an advisor to the customer, collaborating within and across teams, leveraging troubleshooting tools and practices.
• Readiness: You lead in building communities with peer delivery roles and share your knowledge through readiness programs, technical coaching and mentoring of others. 
  You deepen your technical and professional proficiency to enable you to resolve complex customer issues, through training and readiness.
• Product/Process Improvement: You engage with Microsoft Engineering/ Supportability teams to investigate potential product defects and help develop automation techniques and diagnostic tools, driving Microsoft product improvements.

Qualifications

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.

Preferred Qualifications:

• 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 LLMOps, including deployment, versioning, evaluation, monitoring, observability, and lifecycle management.
• Knowledge of AI safety, prompt-injection protection, reliability, and cost optimization.
• Familiarity with Docker, Kubernetes, serverless applications, API management, and CI/CD.

Experience gained with comparable AI technologies, cloud providers, open-source frameworks, or enterprise platforms is welcomed and will be considered equivalent where applicable

Language Qualification
English Language: confident in reading, writing and speaking.

Portuguese OR Spanish Language: fluent in reading, writing and speaking. 

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.

Technical Support Engineering IC4 - The typical base pay range for this role across Portugal is € 43,300.00 - € 74,300.00 per year. Certain roles may be eligible for benefits and other compensation.

Find additional benefits and pay information here:
https://careers.microsoft.com/v2/global/en/corporate-pay/portugal-corporate-pay.html

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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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 with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.