Service Engineer

Overview

In this role you will provide advanced technical support for Microsoft Advertising platform issues, using telemetry, diagnostics, data analysis, automation, and AI-assisted tools to investigate root causes and restore service health. You will partner with engineering and product stakeholders to drive improvements, scalable troubleshooting, and proactive readiness for new features. This is a fast-moving role that rewards curiosity, customer empathy, and ownership. You will work to reduce manual effort and improve customer experience at scale.

Responsibilities

• Investigate and resolve complex product, policy, fraud, and service health issues using telemetry, logs, and diagnostics
• Identify repeatable manual work and high-volume scenarios for automation or scripting
• Design and maintain automation, dashboards, and diagnostic workflows to speed resolution
• Own escalations by balancing urgency, quality, and stakeholder communication
• Drive root cause analysis and partner with Product and Engineering on improvements
• Translate signals into actionable product feedback, bugs, and automation requirements
• Create scalable support assets such as playbooks, guides, and knowledge base articles
• Support rollout of pilots, features, and platform updates with readiness and validation
• Measure support effectiveness and drive improvements in MTTR, SLA stability, and customer experience
• Act as voice of the customer to provide feedback on experience and automation opportunities
• Participate in on-call coverage to maintain service health and incident readiness

Key requirements

• Bachelor’s degree in computer science, engineering, IT, data science, cybersecurity, or related field, or equivalent experience
• Technical experience in service/engineering or equivalent environment supporting online services or cloud platforms
• Experience in customer-facing tier-3 technical support and advanced troubleshooting for high-volume platforms
• Experience designing or improving automation, dashboards, or alerting to reduce manual effort
• Proficiency in programming or scripting languages (Python, C#, JavaScript, PowerShell, Java, or similar)
• Experience querying and visualizing large datasets using SQL or equivalent
• Experience with cloud/distributed systems and telemetry/monitoring tools (Azure preferred)
• Experience troubleshooting with modern web/API tech (REST, JSON, XML, authentication)
• Experience using AI-assisted tools to improve triage and troubleshooting
• Strong written and verbal communication for technical and non-technical audiences
• Strong documentation and knowledge-management skills
• Ability to collaborate across remote, global, cross-functional teams and handle ambiguity

• clear communication
• customer empathy
• ownership and initiative
• Python
• C#
• JavaScript

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