Service Engineer — Advertising Platform & Automation

Microsoft; City of Westminster; On-site; GBP 70,000 - 95,000; Full time

Job summary

Microsoft Advertising is seeking a Service Engineer to provide advanced technical support for complex platform and customer issues. You will work with telemetry, diagnostics, data analysis, automation, and AI-assisted tools to uncover root causes, restore service health, and improve customer experiences.

You will partner with engineering and product teams to translate signals into product improvements, design scalable diagnostic assets, and support readiness for new features.

Qualifications

• Bachelor's degree in a technical field or equivalent experience.
• Experience in service engineering, software engineering, or complex technical support.
• Experience in Tier 3 technical support, live-site ops, or escalation management.
• Proficiency in programming or scripting languages for automation and troubleshooting.
• Experience with cloud environments, preferably Azure.

Responsibilities

• Investigate and resolve complex Microsoft Advertising product issues using telemetry and platform diagnostics.
• Apply automation to identify repeatable manual work and high-volume support scenarios.
• Design and maintain automation, dashboards, and AI-assisted support tools to accelerate resolution.
• Own escalations with clear communication to stakeholders.
• Drive root cause analysis and partner with Product and Engineering for improvements.
• Translate signals into actionable product feedback and bug reports.
• Create scalable diagnostic playbooks and knowledge resources.
• Support rollout of pilots, features, and platform updates with readiness reviews.
• Measure support effectiveness via MTTR, SLA stability, and reduction in manual effort.
• Act as voice of the customer to leadership on experience and risk.
• Participate in occasional night/weekend on-call coverage.

Skills

Automation

Python

C#

JavaScript

PowerShell

Java

SQL

Azure

APIs

Troubleshooting

Communication

Documentation

Collaboration

Education

Bachelor's degree in Computer Science, Engineering, Information Technology, Data Science, Cybersecurity, or related technical field

Tools

Telemetry

Diagnostics tools

AI-assisted tools

Automation tooling

Dashboards

Job description

Microsoft Advertising is seeking a Service Engineer to provide advanced technical support for complex platform and customer issues. You will work with telemetry, diagnostics, data analysis, automation, and AI-assisted tools to uncover root causes, restore service health, and improve customer experiences.

You will partner with engineering and product teams to translate signals into product improvements, design scalable diagnostic assets, and support readiness for new features.