Microsoft Digital (MSD) builds and manages the critical products and services that Microsoft runs on. We boldly pursue big ideas that power transformational advances at Microsoft and for our customers, while helping Microsoft teams work smarter, faster, and more securely every day. Microsoft Digital employees have deep technical and business expertise, customer insights, and a clear point of view that comes from first-hand, large-scale experience with Microsoft and industry solutions. We are engineers, technology leaders and experts, digital transformation change agents, and customer advocates. We are looking for a Service Engineer II to join us!
You will be responsible for defining, driving, and implementing the secure modern solutions that power collaboration for Microsoft. To be successful in this role, you must have technical breadth and depth in the Microsoft365 solutions, particularly the Office365 services’ Exchange Online. The role will have a focus around engineering solutions that ensure service stability/optimization and supportable/scalable management for the collaboration and communications tools that are a part of the Office365 services. Bring your technical skills in enterprise and cloud collaboration, your passion for building scalable and reliable systems, and desire to influence how Enterprise-class services are delivered. Other focus may also include service availability, problem and process management as well as creating automation to support service operations. Key skills and experience include engineering excellence, customer service, project management, enterprise problem solving, and collaborative communications.
In this role you’ll join an IT team that delivers the collaboration services for Microsoft as well as influences the products. The team will embody an agile approach to plan and adopt solutions from proof-of-concept through full implementation. You'll build and gain insight through business intelligence, user experience studies, and lessons-learned to define the future user experience strategies for the enterprise. We are passionate about the intersection of user experience, data and technology and committed to achieving new levels of user satisfaction and productivity. This position will partner closely with Microsoft engineering groups and have a direct impact on features and capabilities.
This position is based at the Redmond campus, with 3 days per week work in the office and 2 days per week work from home. Relocation assistance is available.
Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.
Responsibilities
- You will be the customer advocate across spectrum of services provided by the organization
- You will engineer tools and processes to measure and ensure service health
- You will identify and drive service and product improvements that meet the needs of Enterprise customers
- You will define and leverage data and telemetry to make decisions and driving feedback into systems design and implementation
- You will partner with other teams to improve products and processes to drive delightful end-user experiences
- You will gain a working understanding of Microsoft businesses and collaborate with mentors and leaders, to contribute to cohesive, end-to-end experiences for our users
- You will monitor Live Site of the key business/service metrics in production to ensure a quick response in case issues occur (or preferably before the issues occur) and to ensure the service performs well on the agreed outcomes
- You will provide technical subject-matter expertise in one or more areas of the Microsoft 365 and Office365 services to optimize and improve the end-user experience
- You will contribute to Showcase materials and customer engagements to drive adoption of Microsoft products
Qualifications
Required Qualifications:
- Bachelor's Degree in Computer Science, Information Technology, Mechanical Engineering, Electrical Engineering, Aerospace Engineering, Data Science, Cybersecurity, or related field AND 2+ years technical experience in software engineering, network engineering, service engineering, systems engineering, or industrial controls
- OR equivalent experience.
- 2+ years experience implementing and/or managing one or more of the Microsoft365 services (e.g. Exchange, SharePoint / OneDrive for Business, Teams / Skype for Business, Windows, Intune).
- 2+ years experience with enterprise IT service escalation and support management around collaboration and communications systems.
- Experience designing and supporting services and solutions that enable end-users to enhance their productivity.
- Experience with cloud and/or hybrid infrastructures.
- Experience creating automation for service operations.
- Proficient in PowerShell development.
Preferred Qualifications
- Experience in end-user support or advocacy
- Experience in Network services and engineering
- Experience operating in an Agile/Scrum team
- Experience working in a large, global Enterprise company
- Ability to engineer large, complex solutions
- Experience implementing programs, projects and new initiatives in live-site service environments (IaaS, PaaS and SaaS a big plus) .
- Experience managing a mixture of stakeholders, lead live services through change with ability to work with diverse mix of service teams consisting of diverse range of people with inclusion as a priority.
- Experience identifying service improvements that streamline services to improve end-user experiences, lower operating costs and increase protection.
- Experience collaborating with other service teams to assist in solving their service problems.
- Experience evaluating service feature requests, assisting in prioritization, and analyzing them for impact to operations and delivery cost.
- Experience creating internal and external documentation such as standard operating procedures for internal use and customer-facing knowledge resources with the help of engineering resources.
Service Engineering IC3 - The typical base pay range for this role across the U.S. is USD $100,600 - $199,000 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $131,400 - $215,400 per year.
Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay
Microsoft will accept applications for the role until October 25, 2025.
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Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.
