Microsoft Senior Service Engineer 

Australia, New South Wales, Sydney 

549104266

Required Qualifications

• Bachelor’s degree in computer science, Information Technology, or related field AND 5+ years technical experience in software engineering, network engineering, service engineering, or systems engineeringOR equivalent experience.
• 5+ years technical experience with Data Science OR Coding OR automation

Preferred Qualifications

• Domain knowledge or experience in advertising
• 5+ years technical experience in customer service and supporting operational excellence and best practices
• Ability to work through self-directed, ambiguous situations

• 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.