Senior Service Engineer

3 weeks ago

Sydney, New South Wales, Australia Microsoft Full time
Overview

Elevate Your Career with Microsoft Advertising as a Senior Service Engineer

At Microsoft, we're revolutionizing the advertising landscape with cutting-edge technology and scale. Our comprehensive solutions span search, display, native, retail media, video, and Connected TV (CTV), reaching nearly 190 countries.

Be a Part of Our Story

As a Senior Service Engineer, you'll be at the forefront of providing advanced technical support for our global sales teams, ensuring the success of paid search results on Bing and other web properties like AOL and Yahoo. You'll collaborate with our platform development team, share your expertise, and champion our partners' needs.

Responsibilities

  • Develop 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 leadership.
  • Create 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 risks.
  • Drive 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.

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