Service Engineering

Overview

Microsoft Digital (MSD) builds and manages the critical products and services that Microsoft runs on. We boldly pursue big ideas that power transformational advances at Microsoft and for our customers, while helping Microsoft teams work smarter, faster, and more securely every day. Microsoft Digital employees have deep technical and business expertise, customer insights, and a clear point of view that comes from first-hand, large-scale experience with Microsoft and industry solutions. We are engineers, technology leaders and experts, digital transformation change agents, and customer advocates.

We have exciting opportunities for you to innovate, influence, transform, inspire, and grow within our organization and we encourage you to apply to learn more!

We're building a new team with a bold mission: transform how 3rd party enterprise SaaS platforms and services integrate into corporate tenants by embedding AI automation into everything we do. As a Service Engineering, you will be a senior technical leader for team onboarding, integrating, and supporting third-party enterprise platforms and services while pioneering agentic workflows that make operations radically more efficient.

This isn't traditional platform administration. You'll architect multi-tenant SSO integrations, design security boundaries for 100k+ users, troubleshoot complex federation issues, and then use the AI tools you manage to automate away the toil. You're building the operational playbook while simultaneously automating it.

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.

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Responsibilities

• Provide Tier 2/3 support: You will manage user issues, troubleshoot access problems, investigate authentication failures, and escalate complex problems appropriately.
• Contribute to platform architecture: You will enable SSO, ramp-up on how multi-org federation is configured, and how to debug issues across integration boundaries.
• Build automation with AI: You will use Agentic workflows to automate repetitive support workflows - turn tickets into runbooks, runbooks into code.
• Document and share knowledge: You will create clear documentation, build internal knowledge bases, and help users self-serve when possible.
• Partner with engineering: You will work alongside senior engineers to understand platform changes, test new features, and provide operational feedback.
• Grow technical depth: You will learn authentication protocols (SAML, OIDC), API troubleshooting, automation/AI, log analysis, and monitoring practices.
• Support multiple platforms: You will manage inquiries across our portfolio of enterprise SaaS tools, learning common operational patterns.

Qualifications

Required Qualifications:

• Bachelor's Degree in Computer Science, Information Technology, or related field AND 2+ years technical experience in software engineering, network engineering, service engineering, or systems engineering
  • OR equivalent experience.

What You Bring:

• 3-5 years of Tier 2 technical support experience in a SaaS or enterprise IT environment.
• Troubleshooting fundamentals: You can read logs, understand error messages, and follow technical documentation to solve problems.
• User empathy: You care about helping people and can communicate technical concepts clearly to non-technical users.
• Curiosity and learning appetite: You want to understand why things work, not just how to fix them. You see AI as then next thing to master!
• Technical literacy: Comfortable with concepts like authentication, APIs, user provisioning, and access control (you don't need to be an expert, but you know what these words mean).
• Pattern recognition: You notice when the same issues repeat and want to fix them at the root.
• Growth mindset: You're excited to learn automation, scripting, and AI tools to level up your work.

Preferred Qualifications:

• Experience supporting enterprise platform ecosystems (exposure to platforms like ServiceNow, Power Platform, Salesforce, or similar.
• Python or scripting experience for building automation.
• Experience managing vendor relationships and escalations.
• Previous work in a federated or multi-org environment.

Service Engineering IC3 - The typical base pay range for this role across the U.S. is USD $100,600 - $199,000 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $131,400 - $215,400 per year.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here:
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This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.