Service Engineer II - Ads Platform

Microsoft•Redmond, WA

1d•$102,100 - $219,200•Hybrid

About The Position

Microsoft Advertising is seeking an experienced Service Engineer II to support Microsoft Clarity, Universal Event Tracking (UET), and attribution experiences. This role involves complex customer troubleshooting, product improvement, and automation to enhance reliability and customer outcomes. The successful candidate will possess strong technical fundamentals, customer empathy, and a desire to prevent repeat escalations. As a subject matter expert, they will guide global teams, manage service KPIs, and bridge customer feedback with Support, Engineering, and Product teams. Success will be measured by timely resolutions, sustained KPI improvements, and translating tracking and attribution insights into actionable product plans. Microsoft is committed to fostering an inclusive work environment aligned with its values, empowering every person and organization to achieve more through a growth mindset, innovation, and collaboration. Employees 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 laws.

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.
Must pass the Microsoft Cloud Background Check upon hire/transfer and every two years thereafter.

Nice To Haves

Master's Degree in a relevant technical field AND 6+ years of applicable experience; OR equivalent experience.
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.
Experience in customer-facing Tier 3 support or a software product organization, managing complex & high revenue impacting escalations, partnering with Product and Engineering on systemic improvements and issue volume reduction.
Experience troubleshooting Microsoft Clarity, UET, and browser- or server-side tracking and attribution issues using web technologies, REST APIs, SQL, Kusto Query Language, or similar diagnostic tools, including discrepancies with third-party platforms.
Experience creating diagnostic automation or AI-assisted solutions that reduce time to resolution and recurring escalations.

Responsibilities

Serve as a technical and domain subject matter expert for Microsoft Clarity, Universal Event Tracking (UET), conversion tracking, and attribution.
Lead complex customer investigations across UET implementations, browser- and server-side event flows, APIs, reporting, internal logs, and third-party attribution discrepancies.
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.