Service Engineer 2
Microsoft · Shanghai, China · 2d ago
Make Bing Ads Technical Support at Microsoft Advertising part of your career story!
Microsoft Advertising helps advertisers connect with customers across search, browsing, shopping, gaming, and AI-powered experiences. It supports search, display, native, video, Connected TV, shopping, and AI-driven Advertising campaigns across Microsoft properties—including Bing, MSN, Outlook, Edge, Microsoft 365, and gaming—as well as partner networks.
We’re looking for an innovative Service Engineer II who enjoys building automation and full-stack tools while partnering closely with product engineering to improve reliability, quality, and customer experience on the Microsoft Advertising platform.
As a Service Engineer II, you will blend deep technical investigation with hands-on software development, often leveraging the latest AI-assisted development tools. You’ll build and maintain automation tools, diagnose complex issues across services and APIs, and partner with engineering teams to land fixes in production. The right candidate enjoys debugging distributed systems, writing clean, testable code, and iterating quickly based on data and customer impact.
In alignment with our Microsoft values, we are committed to cultivating an inclusive work environment for all employees to positively impact our culture every day.
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.
Starting January 26, 2026, Microsoft AI (MAI) employees who live within a 50- mile commute of a designated Microsoft office in the U.S. or 25-mile commute of a non-U.S., country-specific location are expected to work from the office at least four days per week. This expectation is subject to local law and may vary by jurisdiction.
Responsibilities
- Perform deep technical investigations to solve complex reliability, performance, and data-quality issues across Microsoft Advertising platform, APIs, and customer workflows.
- Design, build, and own AI-driven automation (scripts, services, and internal web tools) on an intelligent platform to modernize support workflows, with the goal of reducing time-to-diagnose, eliminating manual work, and improving operational efficiency at scale.
- Write production-quality code; implement fixes, create monitoring/alerting improvements, and contribute to shared libraries and tooling via standard code review and CI/CD practices.
- Drive root-cause analysis and post-incident follow-through (action items, automation, and engineering changes) in partnership with multiple Engineering teams.
- Create and maintain automated test coverage (unit/integration/end-to-end) for key workflows; participate in bug bashes and release readiness activities.
- Communicate clearly during live-site events: compose timely service alerts, share investigation status, and provide actionable guidance to stakeholders.
- Analyze escalation data and trends to develop clear problem statements, propose engineering solutions, and influence product roadmaps to reduce escalations and product friction, ultimately increasing revenue.
- Document knowledge base articles and build self-serve troubleshooting experiences for Tier 1/Tier 2 teams; mentor others on tools and debugging techniques.
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.
Other Requirements:
Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include but are not limited to the following specialized security screenings:
- Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.
Preferred Qualifications:
- Master's Degree in Computer Science, Information Technology, Mechanical Engineering, Electrical Engineering, Aerospace Engineering, Data Science, Cybersecurity, or related field AND 3+ years technical experience in software engineering, network engineering, service engineering, systems engineering, or industrial controls
- OR Bachelor's Degree in Computer Science, Information Technology, Mechanical Engineering, Electrical Engineering, Aerospace Engineering, Data Science, Cybersecurity, or related field AND 5+ years technical experience in software engineering, network engineering, service engineering, systems engineering, or industrial controls
- OR equivalent experience.
- 3+ years of technical experience in service engineering, software engineering, systems engineering, technical support, or a comparable engineering environment supporting online services, commercial platforms, or cloud services.
- 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 preferred.
- Experience designing, building, or improving automation, scripts, diagnostic workflows, dashboards, proactive checks, or alerting solutions that reduce manual effort and improve operational efficiency.
- Proficiency with one or more programming or scripting languages such as Python, C#, JavaScript, PowerShell, Java, or similar languages used for automation, tooling, data analysis, or troubleshooting.
- Experience querying, analyzing, and visualizing large datasets using SQL or equivalent data platforms to identify trends, validate hypotheses, measure support impact, and generate actionable insights.
- Experience working with cloud, distributed systems, telemetry, monitoring, observability, or service health tooling, preferably in Azure or comparable cloud environments.
- Experience troubleshooting or integrating with modern web and API technologies, including REST, JSON, XML, authentication patterns, and related data exchange or platform integration scenarios.
- Experience using AI-assisted tools, Copilot-style workflows, or emerging automation capabilities to improve triage, investigation, summarization, knowledge discovery, or support productivity.
- Solid written and verbal communication skills, with the ability to explain complex technical issues clearly to technical and non-technical audiences, including customers, partners, engineering teams, and leadership stakeholders.
- Solid documentation and knowledge-management skills, including experience producing troubleshooting guides, diagnostic playbooks, case notes, bug reports, readiness materials, or technical training content.
- Ability to collaborate across remote, global, and cross-functional teams, influence through technical evidence, and operate effectively in ambiguous situations with solid ownership and judgement.
- Customer-focused, anticipating, resolving, and responding to customer and ecosystem needs.
- Must possess solid English language skills (speaking, reading, writing, presenting) and ability to give instructions and directions, document, present, and communicate complex technical issues to both technical experts and non-technical audiences at all levels within organisations.
- Occasional night and weekend on-call work.
#AIX
This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.
Microsoft is an equal opportunity employer. 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 with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.