Service Engineer II - Software 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!

We are hiring a technically exceptional Service Engineer II - Software Service Engineer to strengthen the reliability and quality of the Windows platform, the Intune device-management stack, and Microsoft 365 (Office 365) services. This is a hands-on engineering role for someone who is energized by hard problems: reproducing elusive defects, tracing failures to their true root cause, and turning those findings into concrete design changes that improve the product for millions of enterprise customers.

This role prioritizes demonstrated technical depth over years of tenure. We are looking for an engineer early in their career — up to two years of experience — who has already operated in a large corporation or enterprise environment and has shown strong instincts for debugging, analysis, and driving fixes end to end.

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.

• Bug finding: You will investigate, reproduce, and isolate complex defects across Windows, macOS, Linux, Intune, and Microsoft 365 services — including issues that only surface at enterprise scale.
• Root cause analysis: You will perform deep, evidence-based root cause analysis (RCA) on production incidents, service escalations, and recurring failures; document findings clearly and drive corrective and preventive actions.
• Design change requests: You will author and champion Design Change Requests (DCRs) — translate diagnostic findings into well-reasoned design and engineering change proposals, and partner with product teams to land them.
• You will partner with product engineering, program management, and support to reproduce customer-reported problems in realistic enterprise configurations.
• You will build and improve diagnostics, telemetry, and automation that accelerate detection, triage, and resolution.
• You will participate in live-site and on-call responsibilities; contribute to incident response, post-incident reviews, runbooks, and the team knowledge base.
• You will continuously raise the bar on service availability, performance, security, and supportability.
• You will perform in a lead technical role to provide highest level support to end users (employees) and interface with various internal services and product engineering teams to drive product and user experience improvement
• You will provide a high level of support/service engineering across multi-platform products and services – Windows Client/Server, Client networking, Linux, Mac, iOS & Android.
• You will analyze top ticket/call drivers through existing telemetry data and/or build new telemetry to understand the obstacles, issues, bugs and DCRs.
• You will perform developing and managing a script (PowerShell/VS Code) lifecycle to automate issue detection and remediation tasks.
• You will provide Troubleshooting Guides, Knowledge Base, and Training for lower tier support teams to drive issue resolution rates up.  

  Who You Are:

  • A relentless problem-solver who is not satisfied until the true root cause is understood.
  • Detail-oriented and evidence-driven — you tie every conclusion to data, logs, or a reproduction.
  • A proven collaborator who can influence product and engineering teams with well-reasoned proposals.
  • A growth-minded learner who thrives in a fast-moving, large-scale environment.

   

  What Success Looks Like (First 6–12 Months):

  • Independently drive investigations from ambiguous symptom to reproducible root cause across at least one focus area.
  • Deliver high-quality RCAs and at least one impactful design change request that improves product quality or supportability.
  • Reduce time-to-detection or time-to-resolution for recurring classes of issues through tooling or automation

Required/Minimum Qualifications:

• Bachelor's Degree in Computer Science, Information Technology, or related field AND 2+ 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:

• Up to 2 years of engineering, service-engineering, or platform support experience, including time in a large corporation or enterprise environment.
• Demonstrated ability to find, reproduce, and diagnose software defects and to reason through failures to their root cause.
• Hands-on troubleshooting experience with the Windows, macOS & Linux platform, and working familiarity with Intune / endpoint management and Microsoft 365 services.
• Scripting and automation proficiency (e.g., PowerShell, Python) and comfort with log analysis and debugging tools.
• Experience operating services at scale in a large enterprise or cloud environment, including live-site / on-call.
• Knowledge of Windows, macOS, and Linux platforms, including operating system internals, servicing, and hands-on debugging (e.g WinDbg, crash analysis, system logs, telemetry, and kernel or user-mode diagnostics).
• Depth in one or more of: Intune MDM/MAM, Configuration Manager, Autopilot; Exchange Online, Teams, or SharePoint administration.
• Familiarity with telemetry and diagnostics platforms (e.g., Kusto / Azure Data Explorer, log analytics) for large-scale investigation.
• Experience authoring RCA documents and driving design change requests through a formal defect / servicing lifecycle.
• Clear technical writing and cross-team communication skills.
• Experience using AI-powered tools, and automation to improve troubleshooting, RCA, service reliability, and operational efficiency.

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Service Engineering IC3 - The typical base pay range for this role across the U.S. is USD $102,100 - $202,200 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 $133,800 - $219,200 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.