Service Engineer

Make Microsoft Advertising part of your career story. Microsoft Advertising supports advertisers and partners across search, audience, retail media, commerce, and emerging AI-powered experiences, helping businesses connect with customers across the Microsoft ecosystem. Global Support is a critical partner to customers, sales, product, and engineering teams, ensuring advertisers can adopt, operate, and optimise Microsoft Advertising solutions with confidence. As a Service Engineer, you will provide advanced technical support for complex platform and customer issues, using telemetry, diagnostics, data analysis, automation, and AI-assisted tools to investigate root cause, restore service health, and improve the customer experience. You will partner closely with engineering and business stakeholders to turn customer signals into product improvements, scalable troubleshooting guidance, proactive monitoring, and readiness for new features. This role is ideal for someone who combines technical curiosity, solid judgement, customer empathy, and a bias for continuous improvement in a fast-moving digital advertising environment.  Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.   Starting January 26, 2026, Microsoft AI (MAI) employees who live within a 50- mile commute of a designated Microsoft office in the U.S. or 25-mile commute of a non-U.S., country-specific location are expected to work from the office at least four days per week. This expectation is subject to local law and may vary by jurisdiction.

Investigate and resolve complex Microsoft Advertising product, escalation, policy, fraud, and service health issues using telemetry, logs, customer signals, ticket trends, and platform diagnostics to isolate root cause and validate resolution quality. Apply an automation-first mindset to identify repeatable manual work, recurring issue patterns, and high-volume support scenarios that can be simplified, standardized, scripted, or automated. Design, improve, and maintain automation, dashboards, proactive checks, alerting signals, diagnostic workflows, and AI-assisted support tools that reduce manual troubleshooting, improve consistency, and accelerate issue resolution. Own complex customer, partner, sales, and support escalations by balancing urgency, quality, business impact, SLA expectations, and technical evidence while keeping stakeholders informed through clear and timely communication. Drive root cause analysis and service improvement in partnership with Product and Engineering, ensuring fixes, mitigations, tooling gaps, automation opportunities, and supportability improvements are prioritized, validated, and landed effectively. Create and maintain scalable support assets, including diagnostic playbooks, troubleshooting guides, knowledge base articles, escalation templates, and readiness content that enable teams to resolve issues consistently. Measure and improve support effectiveness through indicators such as reduced manual effort, faster triage, improved MTTR, fewer repeat contacts, fewer unnecessary escalations, more solid SLA stability, and improved customer support quality. Act as the voice of the customer and support organization by providing actionable feedback to Product, Engineering, Account Management, Support leadership, and Trust and Safety stakeholders on customer experience, supportability gaps, operational risk, and automation opportunities. Participate in operational coverage, including occasional night and weekend on-call support, to maintain service health, timely escalation response, and continuity for critical monitoring or automation workflows.