Overview
Make Microsoft Advertising part of your career story. Microsoft Advertising supports advertisers and partners across search, audience, retail media, commerce, and emerging AI-powered experiences, helping businesses connect with customers across the Microsoft ecosystem. Global Support is a critical partner to customers, sales, product, and engineering teams, ensuring advertisers can adopt, operate, and optimise Microsoft Advertising solutions with confidence. As a Service Engineer, you will provide advanced technical support for complex platform and customer issues, using telemetry, diagnostics, data analysis, automation, and AI-assisted tools to investigate root cause, restore service health, and improve the customer experience. You will partner closely with engineering and business stakeholders to turn customer signals into product improvements, scalable troubleshooting guidance, proactive monitoring, and readiness for new features. This role is ideal for someone who combines technical curiosity, strong judgement, customer empathy, and a bias for continuous improvement in a fast-moving digital advertising environment.
Responsibilities
- Investigate and resolve complex Microsoft Advertising product, escalation, policy, fraud, and service health issues using telemetry, logs, customer signals, ticket trends, and platform diagnostics to isolate root cause and validate resolution quality.
- Apply an automation-first mindset to identify repeatable manual work, recurring issue patterns, and high-volume support scenarios that can be simplified, standardized, scripted, or automated.
- Design, improve, and maintain automation, dashboards, proactive checks, alerting signals, diagnostic workflows, and AI-assisted support tools that reduce manual troubleshooting, improve consistency, and accelerate issue resolution.
- Own complex customer, partner, sales, and support escalations by balancing urgency, quality, business impact, SLA expectations, and technical evidence while keeping stakeholders informed through clear and timely communication.
- Drive root cause analysis and service improvement in partnership with Product and Engineering, ensuring fixes, mitigations, tooling gaps, automation opportunities, and supportability improvements are prioritized, validated, and landed effectively.
- Translate customer and support signals into actionable product feedback, high-quality bugs, design change requests, supportability asks, automation requirements, and business-impact summaries.
- Create and maintain scalable support assets, including diagnostic playbooks, troubleshooting guides, knowledge base articles, escalation templates, and readiness content that enable teams to resolve issues consistently.
- Support the rollout of new pilots, features, policy changes, automation capabilities, and platform updates through readiness reviews, launch validation, workflow testing, and post-release issue monitoring.
- Measure and improve support effectiveness t
