Service Engineer II

As a Service Engineer II, you will provide advanced technical support for Microsoft online advertising global sales teams with a primary focus on technically supporting paid search results that appear on Bing and other web properties such as AOL and Yahoo!. The individual that will succeed in this role will have experience in and a passion for great customer service and strong team relationships. You will partner with our platform development team, share knowledge and be an effective advocate for our internal/external partners.

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.

• 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 ENGG 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); act 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; propose 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 which 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.
• Expect occasional night and weekend on-call work.