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Technical Support Engineer

2 months ago

Redmond, Washington, United States Microsoft Corporation Full time
Join Microsoft Advertising as a Technical Support Engineer

At Microsoft Advertising, we are dedicated to attracting skilled, collaborative, and enthusiastic professionals in the digital advertising sector who are looking for a fulfilling career path.

We provide an impressive range of advertising solutions, innovative strategies, and the chance to collaborate with some of the most talented individuals in the digital landscape.

The Global Support team serves as a key resource for Bing advertisers worldwide, and the Technical Support team is essential in ensuring the effectiveness of Bing search.


We are in search of a Technical Support Engineer to deliver advanced technical assistance to our global sales teams, primarily focusing on the technical aspects of paid search results displayed on Bing and other online platforms.

As part of our team, you will collaborate with our platform development group, share your expertise, and advocate effectively for our internal and external stakeholders.

Our team is committed to achieving results, solving challenges collaboratively, and fostering professional growth.

Microsoft's mission is to empower every individual and organization on the planet to achieve more.

As team members, we unite with a growth mindset, innovate to empower others, and work together to accomplish our shared objectives.

Every day, we build upon our values of respect, integrity, and accountability to cultivate an inclusive culture where everyone can excel both at work and beyond.


In alignment with our Microsoft values, we are devoted to nurturing an inclusive workplace for all employees to positively influence our culture every day.

Key Responsibilities

• Develop comprehensive expertise in service/system architecture, interactions, functionalities, and dependencies at scale.

• Conduct reviews, pinpoint opportunities for operational enhancements, and disseminate knowledge across engineering teams.

• Stay updated with current knowledge and expertise, promote the adoption of innovative solutions, and provide guidance through mentoring and coaching.

• Implement dependable, scalable, and high-performance solutions, contribute to design documentation, and manage implementation/rollback strategies.

• Maintain quality checklists and documentation, monitor telemetry data, and influence analytics to identify system challenges.

• Create scripts/automation for quality telemetry pipelines that support monitoring and incident response.


• Participate in regular on-call rotations for incidents, escalate complex issues, contribute to postmortems, and provide expert incident response assistance.

• Comply with security, privacy, and compliance standards, collaborate with relevant teams to address issues, and identify patterns of violations.

• Work collaboratively across teams, share information, overcome challenges, resolve conflicts, and engage partners for mutual goals.

• Share insights and best practices, mentor and coach fellow engineers, and enhance understanding through interactions and resources.

• Coordinate multiple workstreams during crisis situations, apply diagnostic expertise, and guide engineers to mitigate and resolve issues.

• Communicate customer impact, develop and lead projects to enhance crisis response, and promote stability by reducing telemetry noise.

• Conduct in-depth technical investigations, resolve customer issues per service level agreements, and contribute to product enhancements.

• Document bugs, drive root cause analysis, create process/troubleshooting documentation, and perform data and trend analysis.

• Gather customer/partner feedback, act as the voice of the customer, propose initiatives, and provide thought leadership.

• Create process or troubleshooting documentation that enables a knowledge base for Tier 1 and Tier 2 support teams.


• Conduct data and trend analysis to create insightful customer narratives that influence the Platform Engineering team’s product roadmaps and identify gaps, business decisions, and training/readiness content.


• Collect and align customer/partner feedback on Microsoft products and services; act as the voice of the customer by providing actionable feedback across groups about customer/partner experience and competitor threats; propose new initiatives to anticipate risks.

• Drive revenue growth during consultations by recommending customer-centric optimization opportunities.

• Support client technical initiatives, assist in the rollout of new features, and proactively identify issues to design preventive platform checks.

• Collaborate to develop monitoring and diagnostic tools and be available for occasional night and weekend on-call duties.

• Embody our Culture and Values.

Qualifications

Minimum Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field AND 2+ years of technical experience in software engineering, network engineering, service engineering, or systems engineering.

• OR equivalent experience.

• 2+ years of technical experience with Data Science, Coding, or Automation.

Preferred Qualifications

• Domain knowledge or experience in Display, Native, or Video advertising.