Service Engineer II - Ads Platform

Microsoft 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 seeking an innovative Service Engineer II to support the Microsoft Advertising Platform. The ideal candidate combines strong technical skills and customer empathy with a passion for building automation and full-stack tools. As a subject matter expert, they will partner across Product, Engineering, and Support, guide global teams, own service KPIs, troubleshoot complex issues, and turn customer evidence into product improvements that prevent repeat escalations and strengthen reliability, quality, and customer outcomes.  

Success is measured by timely issue resolution, sustained KPI improvement, and converting product gaps and friction points into actionable product plans to reduce repeat escalations.  

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.  

• Perform deep technical investigations to solve complex reliability, performance, and data-quality issues across Microsoft Advertising platform, APIs, and customer workflows. 

• Design, build, and own AI-driven automation (scripts, services, and internal web tools) on an intelligent platform to modernize support workflows, with the goal of reducing time-to-diagnose, eliminating manual work, and improving operational efficiency at scale. 

• Write production-quality code; implement fixes, create monitoring/alerting improvements, and contribute to shared libraries and tooling via standard code review and CI/CD practices. 

• Turn customer, escalation, and incident evidence into product and engineering action plans that address root causes, improve supportability, and reduce recurring issues.  

• Create and maintain automated test coverage (unit/integration/end-to-end) for key workflows; participate in bug bashes and release readiness activities. 

• 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.