OverviewMicrosoft Advertising is Microsoft's digital advertising business and platform, helping advertisers connect with customers across search, browsing, shopping, gaming, and AI-powered experiences. It supports search, display, native, video, Connected TV, shopping, and AI-driven advertising campaigns across Microsoft properties-including Bing, MSN, Outlook, Edge, Microsoft 365, and gaming-as well as partner networks.
We're looking for an experienced Service Engineer II to support Microsoft Advertising Product Ads and Shopping campaigns . The role combines complex customer troubleshooting, product improvement, and automation to improve reliability and customer outcomes.
The successful candidate brings strong technical fundamentals, customer empathy, and an interest in 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 turning tracking and attribution insights into product action plans.
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. 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.
AI Experiences 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. This expectation is subject to local law and may vary by jurisdiction.
Responsibilities- Serve as a technical and domain subject matter expert for Microsoft Advertising Ads and Shopping campaigns.
- Lead complex customer investigations across product ads , Shopping campaigns, feed based campaigns , Shopify implementations, APIs, reporting, 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.
QualificationsRequired Qualifications:- 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.
Other Requirements:Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include but are not limited to the following specialized security screenings:
- Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.
Preferred Qualifications:- Master's Degree in Computer Science, Information Technology, Mechanical Engineering, Electrical Engineering, Aerospace Engineering, Data Science, Cybersecurity, or related field AND 3+ years technical experience in software engineering, network engineering, service engineering, systems engineering, or industrial controls
- OR Bachelor's Degree in Computer Science, Information Technology, Mechanical Engineering, Electrical Engineering, Aerospace Engineering, Data Science, Cybersecurity, or related field AND 5+ years technical experience in software engineering, network engineering, service engineering, systems engineering, or industrial controls
- OR equivalent experience.
- 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 feed based campaigns, shopping products, 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.
Service Engineering IC4 - The typical base pay range for this role across the U.S. is USD $119,800 - $234,700 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 $160,200 - $261,000 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. 
