Senior Service Engineer - Ads Platform

Microsoft • Redmond, WA

15h • $119,800 - $261,000 • Hybrid

About The Position

Microsoft Advertising is seeking an experienced Service Engineer II to support Microsoft Advertising Product Ads and Shopping campaigns. This role combines complex customer troubleshooting, product improvement, and automation to improve service reliability and customer outcomes. The successful candidate will bring strong technical fundamentals, customer empathy, and a focus on preventing repeat escalations. As a subject matter expert, they will guide global teams, own service KPIs, and connect customer evidence with Support, Engineering, and Product. Success is measured by timely resolution, sustained KPI improvement, and translating tracking and attribution insights into product action plans.

Employees who live within a 50-mile commute of a designated Microsoft Hub in the U.S. are expected to work from the office at least four days per week, subject to local law and jurisdiction. Microsoft describes its workplace culture as inclusive and grounded in respect, integrity, accountability, growth mindset, innovation, and collaboration.

Requirements

• Bachelor’s degree in computer science, Information Technology, Data Science, Engineering, or a related field and 2+ years of relevant experience in software engineering, service engineering, systems engineering, or technical support; or equivalent experience.
• Ability to meet Microsoft, customer, and/or government security screening requirements, including passing the Microsoft Cloud Background Check upon hire or transfer and every two years thereafter.

Nice To Haves

• Master’s degree in Computer Science, Information Technology, Mechanical Engineering, Electrical Engineering, Aerospace Engineering, Data Science, Cybersecurity, or a related field and 3+ years of technical experience in software engineering, network engineering, service engineering, systems engineering, or industrial controls; or a bachelor’s degree in one of those fields and 5+ years of relevant technical experience; or equivalent experience.
• Experience in customer-facing Tier 3 support or a software product organization, managing complex and high-revenue-impacting escalations, and partnering with Product and Engineering on systemic improvements and issue-volume reduction.
• Experience troubleshooting feed-based campaigns, shopping products, or Shopify using web technologies, backend logs, REST APIs, SQL, Kusto Query Language, or similar diagnostic tools.
• Experience creating diagnostic automation or AI-assisted solutions that reduce time to resolution and recurring escalations.
• Strong coding skills in a general-purpose language such as C#, Java, Python, or TypeScript/JavaScript, with experience building automation or services that integrate with APIs, data platforms, or distributed systems.
• Hands-on troubleshooting using logs, metrics, traces, APIs, databases, and query languages in live-site or customer-impacting investigations.

Responsibilities

• Serve as a technical and domain subject matter expert for Microsoft Advertising Ads and Shopping campaigns.
• Lead complex customer investigations involving product ads, Shopping campaigns, feed-based campaigns, Shopify implementations, APIs, reporting, and internal logs.
• Guide globally distributed FTE and vendor teams, set investigation standards, build capability, and own service KPIs and measurable improvement plans across regions.
• Turn customer, escalation, and incident evidence into product and engineering action plans that address root causes, improve supportability, and reduce recurring issues.
• Create durable operational improvements through monitoring, documentation, playbooks, training, self-service experiences, and post-incident follow-through.
• Represent Support in product pilots, release-readiness reviews, bug bashes, and launches; advocate for mitigation, guardrails, or delay when quality or customer risk is material.
• Design and own agentic, AI-assisted, and automation solutions that accelerate diagnosis, eliminate repetitive work, prevent recurring escalations, and improve efficiency at scale.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior