Service Engineer II

Microsoft Advertising is the destination for experienced, collaborative, and passionate digital advertising professionals seeking a rewarding career and lifestyle. We offer a compelling portfolio of advertising products, innovative solutions and the opportunity to engage with some of the brightest minds in the digital industry. Global Support is a focal point for Bing advertisers around the world and the Bing Ads Technical Support team plays a pivotal role in supporting Bing search.

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 customer service and team relationships. You will partner with our platform development team, share knowledge and be an effective advocate for our internal/external partners. You will join a team that is focused on results, working together to solve problems and committed to developing people.

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.
In alignment with our Microsoft values, we are committed to cultivating an inclusive work environment for all employees to positively impact our culture every day.

• Perform deep technical investigations to solve complex performance issues for Microsoft Advertising customers and partners.
• Resolve customer issues in accordance with 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.
• Drive root cause analysis and service improvements in close partnership with several Engineering teams.
• Compose timely service alerts and issue visibility correspondence to sales teams and partners.
• 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. Create process or troubleshooting documentation for Tier 1 and Tier 2 support teams.
• Conduct escalation data and trend analysis to create insightful customer stories that influence product roadmaps, business decisions, and training content.