AdTechTalent
Engineering15 days agoOn-site

Microsoft

Service Engineer

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

  • 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

Tech stack

PythonC#JavaScriptPowerShellJavaSQLRESTJSONXMLAzureAI-assisted toolsCopilot-style workflows

Benefits

Certain roles may be eligible for benefits and other compensation

Apply now

Ready to take the next step in your career? Click the button below to continue to the application process.

Continue to applicationBrowse more jobs

Similar jobs

More roles worth a look

Related opportunities based on specialty and working model so candidates can keep momentum.