Service Engineer II
 Microsoft | |
 United States, Washington, Redmond | |
 Nov 23, 2024 | |
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OverviewMake Bing Ads Technical Support at Microsoft Advertising part of your career story! 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. We are looking for a Service Engineer II, to 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!. 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.
ResponsibilitiesDevelop end-to-end expertise in service/system design, interactions, functions, and dependencies at scale.Drive reviews, identify opportunities for operational efficiencies, and share learnings across engineering teams.Maintain current knowledge and expertise, drive the adoption of new solutions, and provide guidance through sharing and coaching.Implement reliable, scalable, and high-performance solutions, contribute to design documents, and own implementation/rollback plans.Maintain quality checklist and documentation, monitor telemetry data, and influence analytics to identify system issues.Develop scripts/automation for quality telemetry pipelines supporting monitoring and incident response.Respond to regular on call rotations for incidents, escalate complex issues, contribute to postmortems, and provide expertise incident response assistance.Adhere to security, privacy, and compliance standards, work with relevant teams to address issues, and identify patterns of violations.Collaborate across teams, share information, overcome obstacles, resolve conflicts, and engage partners for mutual objectives.Share insights and best practices, mentor and coach other engineers, and develop understanding through interactions and resources.Coordinate multiple workstreams in crisis situations, apply diagnostic expertise, and guide engineers to mitigate and resolve issues.Communicate customer impact, develop and drive projects to improve crisis response, and foster stability by reducing telemetry noise.Conduct deep technical investigations, resolve customer issues per SLAs, and contribute to product improvements.File bugs, drive root cause analysis, create process/troubleshooting documentation, and conduct data and trend analysis.Collect customer/partner feedback, act as the voice of the customer, propose initiatives, and provide thought leadershipCreate 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 Engineering 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); acts 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; proposes new initiatives to anticipate risksDrive revenue upsell during consultations by recommending customer-centric optimization opportunities.Deliver against client technical initiatives, support rollouts of new features, and anticipate issues to design proactive platform checks.Collaborate to build monitoring and diagnostic tools and be available for occasional night and weekend on-call work.Embody our Culture and Values | |