Service Engineer II

8 hours ago

Redmond, Washington, United States Microsoft Corporation Full time
Job Description

Microsoft Corporation is seeking a highly skilled Service Engineer II to join our team in Microsoft Advertising. As a key member of our global support team, you will play a critical role in providing advanced technical support for Microsoft online advertising sales teams.

Responsibilities
  • Develop end-to-end expertise in service/system design, interactions, functions, and dependencies at scale.
  • Drive reviews, identify opportunities for operational efficiencies, and share learnings across engineering teams.
  • Maintain current knowledge and expertise, drive the adoption of new solutions, and provide guidance through sharing and coaching.
  • Implement reliable, scalable, and high-performance solutions, contribute to design documents, and own implementation/rollback plans.
  • Maintain quality checklist and documentation, monitor telemetry data, and influence analytics to identify system issues.
  • Develop scripts/automation for quality telemetry pipelines supporting monitoring and incident response.
  • Respond to regular on-call rotations for incidents, escalate complex issues, contribute to postmortems, and provide expertise incident response assistance.
  • Adhere to security, privacy, and compliance standards, work with relevant teams to address issues, and identify patterns of violations.
  • Collaborate across teams, share information, overcome obstacles, resolve conflicts, and engage partners for mutual objectives.
  • Share insights and best practices, mentor and coach other engineers, and develop understanding through interactions and resources.
  • Coordinate multiple workstreams in crisis situations, apply diagnostic expertise, and guide engineers to mitigate and resolve issues.
  • Communicate customer impact, develop and drive projects to improve crisis response, and foster stability by reducing telemetry noise.
  • Conduct deep technical investigations, resolve customer issues per SLAs, and contribute to product improvements.
  • File bugs, drive root cause analysis, create process/troubleshooting documentation, and conduct data and trend analysis.
  • Collect customer/partner feedback, act as the voice of the customer, propose initiatives, and provide thought leadership.
  • Create process or troubleshooting documentation that enables knowledge base for Tier 1 and Tier 2 support teams.
  • Conduct data and trend analysis to create insightful customer stories that influence Platform Engineering team product roadmaps and gaps, business decisions, and training/readiness content.
  • Collect and align customer/partner feedback on Microsoft products and services (e.g., surveys, listening systems); acts as the voice of the customer by providing actionable feedback across groups (e.g., product team, account management, services leadership team) about customer/partner experience and competitor threats; proposes new initiatives to anticipate risks.
  • Drive revenue upsell during consultations by recommending customer-centric optimization opportunities.
  • Deliver against client technical initiatives, support rollouts of new features, and anticipate issues to design proactive platform checks.
  • Collaborate to build monitoring and diagnostic tools and be available for occasional night and weekend on-call work.
Requirements
  • Bachelor's degree in computer science, Information Technology, or related field AND 2+ years technical experience in software engineering, network engineering, service engineering, or systems engineering OR equivalent experience.
  • 2+ years technical experience with Data Science OR Coding OR automation.
  • Domain knowledge or experience in Display/Native/Video advertising.
  • 5+ years technical experience in customer service and supporting operational excellence and best practices.
  • Ability to work through self-directed, ambiguous situations.

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