Senior Service Engineer

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 have exciting opportunities for you to innovate, influence, transform, inspire, and grow within our organization and we encourage you to apply to learn more!

Shape the future of collaboration at Microsoft. Join the Microsoft Teams Devices Management team and help power the end-to-end Teams Rooms experience across thousands of meeting spaces worldwide. As part of a team with full ownership of the Teams Rooms ecosystem, you'll bring together engineering, AV operations, tenant management, governance, and support to deliver secure, reliable, and intelligent collaboration experiences. Our integrated model drives innovation, operational excellence, and service quality at global scale, enabling Microsoft employees to connect, create, and achieve more every day.

As a Senior Service Engineer in Microsoft Teams Devices, you will play a pivotal role in shaping the future of collaboration at Microsoft. You'll drive innovation in device management services, advance Microsoft's Zero Trust strategy for managed devices, and own the design, configuration, and reliability of critical technology solutions. Partnering across product groups, engineering teams, business stakeholders, and leadership, you'll solve complex challenges at scale while ensuring resilient, secure, and seamless collaboration experiences for employees worldwide.

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.

• You will build automation, tooling, and self-healing capabilities to improve resiliency, reduce operational overhead, and scale Teams Devices operations.
• You will lead complex incident response through deep root cause analysis, driving engineering-led remediation and durable fixes.
• You will validate, deploy, and operationalize Teams Devices capabilities in partnership with Product Groups, vendors, and engineering teams.
• You will collaborate across engineering, operations, and partner teams to influence decisions, resolve cross-functional issues, and deliver shared outcomes.
• You will drive service maturity through improved observability, best practices, and mentorship to enhance reliability and scalability.
• You will embed security, privacy, compliance, and Zero Trust principles across the service lifecycle.
• You will design and deliver AI-powered service engineering solutions leveraging Large Language Models (LLMs), intelligent agents, and automation frameworks to reduce operational toil, accelerate incident resolution, and improve service reliability at scale.
• Embody our culture and values.

Required/Minimum Qualifications:

• Bachelor's Degree in Computer Science, Information Technology, or related field AND 3+ years technical experience in software engineering, network engineering, service engineering, or systems engineering OR equivalent experience.

Other Requirements:

• 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/Additional Qualifications:

• 2+ years of experience with deployment and support for Microsoft Teams Room Systems or similar Windows based collaboration devices in a shared workspace
• Hands on Experience in designing, developing, or operationalizing AI-powered solutions using Large Language Models (LLMs), generative AI, intelligent agents, or automation frameworks to improve service operations and customer outcomes.
• Experience driving complex issue resolution through cross-functional collaboration with Product Groups, suppliers, service providers, and business stakeholders.
• Hands-on experience with packet capture and network traffic analysis tools such as Wireshark, Microsoft Network Monitor, Netsh Trace, PKTMON, or equivalent technologies
• 5+ years of experience in enterprise device management across one or more operating systems (Windows, Android, Linux, etc.)
• Strong scripting and automation experience using PowerShell, Python, or similar technologies for operational efficiency and service monitoring.
• Expertise and ability to troubleshoot core Microsoft services leveraged by Teams devices:
  • Intune/SCCM
  • AAD/Azure Entra
  • Teams Admin Center (TAC)
  • Microsoft Teams Pro Management Portal (PMP)
  • Windows & Android OS
  • Microsoft Security services

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Service Engineering IC4 - The typical base pay range for this role across the U.S. is USD $119,800 - $234,700 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 $160,200 - $261,000 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

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.