service engineeringtechnical supportautomationdiagnosticstelemetrycloudAzurePythonC#JavaScriptPowerShellJavaSQLRESTJSONXMLAI-assisted toolsdigital advertisingMicrosoft Advertisingescalation managementlive-site operations
Key details
Salary
£58K – £98K
Employment type
Full-time
Seniority
Mid-level
Years experience
3-5
Location
London, United Kingdom
Full job description
Microsoft Advertising seeks a Service Engineer to provide advanced technical support for complex platform and customer issues. Responsibilities include investigating and resolving product, escalation, policy, fraud, and service health issues using telemetry and diagnostics; automating manual work and recurring issues; designing and maintaining automation and diagnostic tools; managing escalations; driving root cause analysis and service improvements; translating customer signals into product feedback; creating scalable support assets; supporting rollout of new features and policies; measuring and improving support effectiveness; providing feedback to stakeholders; and participating in on-call support. Required qualifications include a technical degree or equivalent experience; experience in service or software engineering, technical support, or cloud services; Tier 3 technical support experience; automation and scripting skills (Python, C#, JavaScript, PowerShell, Java); SQL and data analysis skills; experience with cloud and monitoring tools (preferably Azure); familiarity with web and API technologies; use of AI-assisted tools; strong communication and documentation skills; and ability to collaborate globally. Preferred experience includes Microsoft Advertising and digital advertising support. Occasional night and weekend on-call work is required. Salary range is £58,200 to £97,600 per year.
What you'll do
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Investigate and resolve complex Microsoft Advertising product, escalation, policy, fraud, and service health issues using telemetry, logs, customer signals, ticket trends, and platform diagnostics
Identify repeatable manual work, recurring issue patterns, and high-volume support scenarios for automation
Design, improve, and maintain automation, dashboards, proactive checks, alerting signals, diagnostic workflows, and AI-assisted support tools
Own complex customer, partner, sales, and support escalations balancing urgency, quality, business impact, SLA expectations, and technical evidence
Drive root cause analysis and service improvement in partnership with Product and Engineering
Translate customer and support signals into actionable product feedback, 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
Support rollout of new pilots, features, policy changes, automation capabilities, and platform updates through readiness reviews, launch validation, workflow testing, and post-release monitoring
Measure and improve support effectiveness through indicators like reduced manual effort, faster triage, improved MTTR, fewer repeat contacts, fewer unnecessary escalations, SLA stability, and improved customer support quality
Act as the voice of the customer and support organization by providing actionable feedback to Product, Engineering, Account Management, Support leadership, and Trust and Safety stakeholders
Participate in operational coverage including occasional night and weekend on-call support
Requirements
Bachelor’s Degree in Computer Science, Engineering, Information Technology, Data Science, Cybersecurity, or related technical field, or equivalent technical experience
Technical experience in service engineering, software engineering, systems engineering, technical support, or comparable engineering environment supporting online services, commercial platforms, or cloud services
Experience in customer-facing Tier 3 technical support, escalation management, live-site operations, or advanced troubleshooting for high-volume commercial platforms or cloud services
Experience designing, building, or improving automation, scripts, diagnostic workflows, dashboards, proactive checks, or alerting solutions
Proficiency with one or more programming or scripting languages such as Python, C#, JavaScript, PowerShell, Java
Experience querying, analyzing, and visualizing large datasets using SQL or equivalent data platforms
Experience working with cloud, distributed systems, telemetry, monitoring, observability, or service health tooling, preferably Azure
Experience troubleshooting or integrating with modern web and API technologies including REST, JSON, XML, authentication patterns
Experience using AI-assisted tools, Copilot-style workflows, or emerging automation capabilities
Strong written and verbal communication skills
Strong documentation and knowledge-management skills
Ability to collaborate across remote, global, and cross-functional teams and operate effectively in ambiguous situations
Preferred: Experience with Microsoft Advertising, ad tech, search, audience, retail media, display, video, reporting, conversion tracking, trust and safety, fraud, policy, or digital advertising support scenarios
Must possess solid English language skills
Willingness to do occasional night and weekend on-call work
