Service Engineer

Requirements

• Bachelor’s Degree in Computer Science, Engineering, Information Technology, Data Science, Cybersecurity, or related technical field, or equivalent technical experience.
• Experience in customer-facing Tier 3 technical support, escalation management, live-site operations, or advanced troubleshooting for high-volume commercial platforms or cloud services.
• Proficiency with one or more programming or scripting languages such as Python, C#, JavaScript, PowerShell, Java, or similar languages used for automation, tooling, data analysis, or troubleshooting.
• Strong written and verbal communication skills, with the ability to explain complex technical issues clearly to technical and non-technical audiences.
• Experience working with cloud, distributed systems, telemetry, monitoring, observability, or service health tooling, preferably in Azure or comparable cloud environments.

Nice to Haves

• Experience with Microsoft Advertising, ad tech, search, audience, retail media, display, video, reporting, conversion tracking, trust and safety, fraud, policy, or digital advertising support scenarios preferred.
• Must possess solid English language skills (speaking, reading, writing, presenting) and ability to give instructions and directions, document, present, and communicate complex technical issues to both technical experts and non-technical audiences at all levels within organizations.
• Occasional night and weekend on-call work.

What You'll Be Doing

• Investigate and resolve complex Microsoft Advertising product, escalation, policy, fraud, and service health issues using telemetry, logs, customer signals, ticket trends, and platform diagnostics.
• Design, improve, and maintain automation, dashboards, proactive checks, alerting signals, diagnostic workflows, and AI-assisted support tools.
• Drive root cause analysis and service improvement in partnership with Product and Engineering.
• Measure and improve support effectiveness through various indicators.
• Act as the voice of the customer and support organization by providing actionable feedback.

Perks and Benefits

• Service Engineering IC3 base pay range: £58,200.00 - £97,600.00 per year.
• Additional benefits and pay information available on the Microsoft Careers website.
• Equal opportunity employer with various non-discriminatory policies.