Service Engineer II

About the role

Microsoft Digital (MSD) is responsible for creating and managing essential products and services that drive Microsoft's operations. Our team is dedicated to pursuing innovative solutions that enhance efficiency and security for both Microsoft and our clients. We are a group of skilled engineers and technology experts who advocate for customers while fostering a culture of collaboration and continuous improvement.

We are seeking a Service Engineer II to enhance the reliability and quality of the Windows platform, Intune device management, and Microsoft 365 services. This hands-on role is ideal for someone who thrives on solving complex problems, diagnosing elusive defects, and implementing design changes that benefit millions of enterprise users.

Key facts

What you'll do

• Investigate and reproduce complex defects across Windows, macOS, Linux, Intune, and Microsoft 365 services, focusing on issues that arise in enterprise environments.
• Conduct thorough root cause analysis on production incidents and recurring failures, documenting findings and driving corrective actions.
• Develop and advocate for Design Change Requests, translating diagnostic insights into actionable proposals and collaborating with product teams to implement them.
• Work with product engineering and program management to replicate customer-reported issues in realistic enterprise setups.
• Enhance diagnostics, telemetry, and automation tools to improve detection, triage, and resolution processes.
• Participate in on-call responsibilities and contribute to incident response, post-incident reviews, and team documentation.
• Strive to improve service availability, performance, security, and overall supportability.
• Provide high-level support across multi-platform products and services, including Windows Client/Server, networking, Linux, Mac, iOS, and Android.
• Analyze ticket and call data to identify trends and develop new telemetry to address issues.
• Manage scripting lifecycles (PowerShell/VS Code) to automate detection and remediation tasks.
• Create troubleshooting guides and training materials for lower-tier support teams to enhance issue resolution rates.

Requirements

• Bachelor's Degree in Computer Science, Information Technology, or a related field, along with 2+ years of technical experience in software engineering, network engineering, service engineering, or systems engineering, or equivalent experience.
• Proven ability to find, reproduce, and diagnose software defects, with a strong understanding of root cause analysis.
• Hands-on troubleshooting experience with Windows, macOS, and Linux platforms, as well as familiarity with Intune and Microsoft 365 services.
• Proficiency in scripting and automation (e.g., PowerShell, Python) and experience with log analysis and debugging tools.
• Experience operating services at scale in a large enterprise or cloud environment, including live-site and on-call responsibilities.
• Knowledge of operating system internals and debugging techniques across Windows, macOS, and Linux.
• Familiarity with telemetry and diagnostics platforms for large-scale investigations.
• Strong technical writing and communication skills, with the ability to influence cross-team collaboration.

Nice to have

• Up to 2 years of engineering or service engineering experience in a large corporate environment.
• Experience with Intune MDM/MAM, Configuration Manager, Autopilot, Exchange Online, Teams, or SharePoint.
• Background in authoring RCA documents and managing design change requests through formal processes.
• Familiarity with AI tools to enhance troubleshooting and operational efficiency.

Practical notes

This position requires passing the Microsoft Cloud background check upon hire and every two years thereafter. The typical base salary range for this role in the U.S. is USD $102,100 - $202,200 annually, with higher ranges applicable in specific locations like the San Francisco Bay Area and New York City. This role will remain open for a minimum of 5 days, and applications will be accepted until the position is filled.

Microsoft is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to various characteristics protected by law. If you require assistance with accommodations during the application process, please reach out for support.