Microsoft Service Engineer II 

United States, Washington 

92998279

Required/minimum qualifications

• 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.

• Management Information Systems (MIS), or other industry or product specific Engineering Certifications 1+ year(s) technical experience working with large-scale cloud or distributed systems.
• 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 engineering
  • OR equivalent experience.
• 3+ years technical experience working with large-scale cloud or distributed systems.
• Domain knowledge or experience in Display /Native/Video advertising is a plus
• Management Information Systems (MIS), or other industry or product specific Engineering Certifications.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here:

Microsoft will accept applications for the role until August 4, 2024.

Technical Knowledge and Expertise

• Develops end-to-end expertise in service and/or system design, interactions between technology layers and components, functions of infrastructure, and dependencies at scale. Takes ownership of service design by driving efforts within an organization to identify, define, recommend, and build optimal configurations of technology solutions with considerations for cost management. Independently adjusts configurations and defines infrastructures to improve the availability, reliability, efficiency, observability, and/or performance of supported products and services. Drives reviews with the engineering teams that develop and/or manage services, identifying opportunities for efficiencies in operations and sharing learnings and recommendations across engineering teams working on related services within their organization.
• Stays current in knowledge and expertise as technology landscape evolves, maintaining awareness of industry norms. Uses knowledge to drive the adoption of new solutions across engineering teams working with related products within an organization. Provides guidance to others through sharing, coaching, conferences, and other means to drive improvements across teams.

Operational Excellence

• Independently implements reliable, scalable, and high-performance solutions across teams. Contributes to design documents. Owns implementation and rollback plans. Maintains quality checklist and related documentation.
• Creates, monitors, and takes action on telemetry data and influences telemetry analytics to better identify patterns that reveal errors and unexpected problems that are affecting the system’s availability, reliability, performance, and/or efficiency. Develops scripts and/or automation and leverages an understanding of solutions to define, develop, measure, track, change, and improve the quality of telemetry pipelines that support automated monitoring and incident response.
• Responds to incidents during regular on-call rotations, including complex issues with major customer or business impact, by identifying the level of impact, troubleshooting, contributing to difficult decisions based on business impact, deploying appropriate fixes to resolve root cause(s), and implementing automations for prevention of recurring issues through coordinating resources required for incident resolution, which may include product teams, owners, leadership, other engineering teams, and/or subject matter experts. Escalates resolution of highly complex, ambiguous, and impactful issues as needed. Contributes to postmortems and shares details related to incidents and their resolution through post-mortem reports and regular review meetings. Provides incident response assistance to other Service Engineers as needed, and develops incident response and resolution guidance.
• Adheres to prescriptive guidance for security, privacy, and compliance standards in alignment with direction from the business and technical professionals. Works with security, privacy, and compliance teams to identify and address issues relevant to their services. Identifies patterns of violations and implements automations for prevention. Provides assistance to other Service Engineers as needed.

Collaboration and Knowledge Sharing

• Collaborates within and across teams by proactively and systematically sharing information with an appropriate level of detail for their audience. Overcomes obstacles by resolving conflicts and issues across interdependent teams and engages with partners and stakeholders so issues can be resolved, and mutual objectives are met.
• Shares insights and best practices that can be applied to improve development and operations across related sets of the systems, platforms, and/or products. Continue to develop their understanding of insights and best practices through interactions with members of product engineering teams and other resources (e.g., conferences, brown bags, wikis, documentation). Mentors and coaches other engineers to help them identify and propose relevant solutions.

Specialty Responsibilities

• Leverages advanced technical expertise, judgment, and decision making to coordinate multiple work streams and resources in crisis situations to drive mitigation plan and resolve crisis by engaging necessary teams and escalating to appropriate stakeholders. Applies diagnostic expertise. Provides guidance to other engineers working to mitigate and resolve issues. Communicates customer impact and other relevant information with key stakeholders, leadership, and customers. Develop and drives projects and programs to improve crisis response by creating standard practices for consistent response across engineering teams. Fosters increased stability. Reduces noise by adjusting telemetry and alarming. Influences key engineering stakeholders to adopt new standards and practices to broadly improve crisis and problem management.
• Monitors and maintains security by addressing security vulnerabilities through patches, reconfigurations, and/or settings updates. Identifies, prioritizes, and targets solutions to complex security issues that may impact customers and partners, and drives action to promote the adoption of relevant mitigations. Drives program and process of mitigation (e.g., automation), troubleshoots system issues, and partners closely with internal customers and engineering teams to conduct root cause analyses, share end-to-end expertise in services, and to mitigate and resolve issues. Communicates and drives adherence to security policies and procedures.

Other

• Perform deep technical investigations that stretch your skills as you traverse rich telemetry streams to isolate and solve complex performance issues for Microsoft Advertising customers & partners.
• Take ownership to resolve customer issues in accordance with service level agreements (SLAs) balancing speed and quality.
• Contribute to product improvements by filing bugs and design change requests, and help developers fix and ship them to production to prevent customers from being impacted.
• Drive root cause analysis and service improvements involving bug fixes in close partnership across several Engineering teams.
• Use judgement and effective communication skills to compose timely Global Alerts and issue visibility correspondence to sales teams and partners.
• 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
• Provide thought leadership to influence strategy when engaging with customers and partner and contribute to business case development for policy changes and engineering asks.
• Drive revenue upsell during consultations by identifying and recommending customer-centric optimization opportunities.
• Prioritize and deliver against client planned technical initiatives. This can be in the form of specific client work, consultations, implementations and/or scaled solutions.
• Support effective rollouts of new pilots and features. Participate in Engineering led bug bashes to help launch stable and low friction releases to markets globally.
• Anticipate customer issues to design and automate platform checks to engage with Engineering proactively before customers escalates.
• Establish requirements and collaborates with others across the organization to build monitoring and diagnostic tools that automate the discovery and resolution of issues.
• Available for occasional night and weekend on-call work.
• Embody our