Microsoft Advertising seeks an experienced Service Engineer II to support Microsoft Clarity, Universal Event Tracking (UET), and attribution. The role involves complex customer troubleshooting, product improvement, and automation to enhance reliability and customer outcomes. Responsibilities include serving as a subject matter expert, leading investigations, guiding global teams, owning service KPIs, turning customer evidence into product action plans, creating operational improvements, representing support in product processes, and designing AI-assisted automation solutions. Required qualifications include a Bachelor's degree in a relevant technical field with 2+ years of experience or equivalent, and the ability to pass Microsoft security screenings. Preferred qualifications include a Master's degree with 6+ years of experience, strong coding skills in languages such as C#, Java, Python, or TypeScript/JavaScript, experience with automation, troubleshooting using logs and query languages, and customer-facing Tier 3 support experience. The position is full-time, on-site in Redmond, Washington, with a salary range of $102,100 to $202,200 annually in the U.S., higher in certain metro areas.
What you'll do
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Serve as a technical and domain subject matter expert for Microsoft Clarity, Universal Event Tracking (UET), conversion tracking, and attribution
Lead complex customer investigations across UET implementations, browser- and server-side event flows, APIs, reporting, internal logs, and third-party attribution discrepancies
Guide globally distributed FTE and vendor teams, set investigation standards, build capability, and own service KPIs and measurable improvement plans across regions
Turn customer, escalation, and incident evidence into product and engineering action plans that address root causes, improve supportability, and reduce recurring issues
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
Requirements
Bachelor's Degree in Computer Science, Information Technology, Data Science, Engineering, or a related field AND 2+ years of relevant experience in software engineering, service engineering, systems engineering, or technical support; OR equivalent experience
Ability to meet Microsoft, customer and/or government security screening requirements including Microsoft Cloud background check
Preferred: Master's Degree in a relevant technical field AND 6+ years of applicable experience; OR equivalent experience
Strong coding skills in a general-purpose language such as C#, Java, Python, or TypeScript/JavaScript
Experience building automation or services that integrate with APIs, data platforms, or distributed systems
Hands-on troubleshooting using logs, metrics, traces, APIs, databases, and query languages in live-site or customer-impacting investigations
Experience in customer-facing Tier 3 support or software product organization managing complex and high revenue impacting escalations
Experience troubleshooting Microsoft Clarity, UET, and browser- or server-side tracking and attribution issues using web technologies, REST APIs, SQL, Kusto Query Language, or similar diagnostic tools
Experience creating diagnostic automation or AI-assisted solutions that reduce time to resolution and recurring escalations
Tech stack
C#JavaPythonTypeScriptJavaScriptREST APIsSQLKusto Query Language
Benefits
Certain roles may be eligible for benefits and other compensation (details at https://careers.microsoft.com/us/en/us-corporate-pay)
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