Service Engineer II

Microsoft • Redmond, WA

12d

About The Position

Every day, customers stake their business and reputation on our cloud. You can help EngOps keep them secure, resilient, and ready.

Requirements

• Bachelor's Degree in Computer Science, Information Technology, Mechanical Engineering, Electrical Engineering, Aerospace Engineering, Data Science, Cybersecurity, or related field AND 2+ years technical experience in software engineering, network engineering, service engineering, systems engineering, or industrial controls OR equivalent experience.
• These requirements include, but are not limited to, the following specialized security screenings: 2-4+ years of experience in cloud operations, technical communications, incident response, or SRE roles in platforms like Azure, AWS, or GCP.
• Must have enterprise in a 24×7×365 enterprise environment.
• Exceptional written communication skills—able to distill complex technical topics into clear, concise, and customer-appropriate language under pressure.
• Strong cross-team collaboration skills—able to align stakeholders and drive messaging consensus across Engineering, Comms, Support, and Field.
• Demonstrated ability to make quick decisions and prioritize customer needs during ambiguity and chaos.
• Understanding of incident management frameworks (e.g., ITIL) and customer communication strategies during high-impact events.
• Strategic thinking and a customer-first mindset; able to advocate for improvements in platform transparency and experience.
• Excellent problem-solving, judgment, and decision-making skills.
• BS/BA in Communications, History, English, Engineering, Computer Science, or equivalent experience.
• Some familiarity with service health platforms and tooling for communicating incident status at scale (e.g., Azure Service Health, SHP, ICET, Status Page).
• 5+ years experience managing or leading customer communications for high-severity incidents or outages.
• Prior experience as an Incident Commander, Crisis Comms Manager, or Live Site Engineering lead.
• Familiarity with cloud resiliency patterns, failover models, and recovery scenarios.

Nice To Haves

• Experience with AI/ML-based tooling for incident detection, log correlation, or predictive alerting is a plus.
• Certifications in cloud technologies (Azure, AWS, GCP), ITIL, or SRE frameworks are desirable.

Responsibilities

• Participate in the on-call rotation as a Customer Communications Lead, contributing to a 24/7 response model.
• Contribute to Post-Incident Reviews (PIRs) by documenting impact, customer experience themes, and communication effectiveness.
• Work with tooling and platform teams to enhance the automation and targeting of service notifications, especially in Azure Service Health.
• Champion communication best practices, including ETA consistency, mitigation clarity, and consistent updates throughout the incident lifecycle.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees