At a Glance
- Tasks: Provide advanced technical support for Microsoft Advertising, solving complex issues and improving customer experience.
- Company: Join Microsoft Advertising, a leader in digital marketing solutions with a focus on innovation.
- Benefits: Competitive salary, flexible working options, and opportunities for professional growth.
- Other info: Collaborative environment with global teams and excellent career advancement opportunities.
- Why this job: Be part of a dynamic team that drives impactful changes in the digital advertising landscape.
- Qualifications: Degree in a tech field or equivalent experience; strong problem-solving and communication skills required.
The predicted salary is between 20000 - 97600 £ per year.
Make Microsoft Advertising part of your career story. Microsoft Advertising supports advertisers and partners across search, audience, retail media, commerce, and emerging AI-powered experiences, helping businesses connect with customers across the Microsoft ecosystem. Global Support is a critical partner to customers, sales, product, and engineering teams, ensuring advertisers can adopt, operate, and optimise Microsoft Advertising solutions with confidence.
As a Service Engineer, you will provide advanced technical support for complex platform and customer issues, using telemetry, diagnostics, data analysis, automation, and AI-assisted tools to investigate root cause, restore service health, and improve the customer experience. You will partner closely with engineering and business stakeholders to turn customer signals into product improvements, scalable troubleshooting guidance, proactive monitoring, and readiness for new features. This role is ideal for someone who combines technical curiosity, strong judgement, customer empathy, and a bias for continuous improvement in a fast-moving digital advertising environment.
Responsibilities
- Investigate and resolve complex Microsoft Advertising product, escalation, policy, fraud, and service health issues using telemetry, logs, customer signals, ticket trends, and platform diagnostics to isolate root cause and validate resolution quality.
- Apply an automation-first mindset to identify repeatable manual work, recurring issue patterns, and high-volume support scenarios that can be simplified, standardized, scripted, or automated.
- Design, improve, and maintain automation, dashboards, proactive checks, alerting signals, diagnostic workflows, and AI-assisted support tools that reduce manual troubleshooting, improve consistency, and accelerate issue resolution.
- Own complex customer, partner, sales, and support escalations by balancing urgency, quality, business impact, SLA expectations, and technical evidence while keeping stakeholders informed through clear and timely communication.
- Drive root cause analysis and service improvement in partnership with Product and Engineering, ensuring fixes, mitigations, tooling gaps, automation opportunities, and supportability improvements are prioritized, validated, and landed effectively.
- Translate customer and support signals into actionable product feedback, high-quality bugs, design change requests, supportability asks, automation requirements, and business-impact summaries.
- Create and maintain scalable support assets, including diagnostic playbooks, troubleshooting guides, knowledge base articles, escalation templates, and readiness content that enable teams to resolve issues consistently.
- Support the rollout of new pilots, features, policy changes, automation capabilities, and platform updates through readiness reviews, launch validation, workflow testing, and post-release issue monitoring.
- Measure and improve support effectiveness through indicators such as reduced manual effort, faster triage, improved MTTR, fewer repeat contacts, fewer unnecessary escalations, more solid SLA stability, and improved customer support quality.
- Act as the voice of the customer and support organization by providing actionable feedback to Product, Engineering, Account Management, Support leadership, and Trust and Safety stakeholders on customer experience, supportability gaps, operational risk, and automation opportunities.
- Participate in operational coverage, including occasional night and weekend on-call support, to maintain service health, timely escalation response, and continuity for critical monitoring or automation workflows.
Qualifications
Required Qualifications:
- Bachelor’s Degree in Computer Science, Engineering, Information Technology, Data Science, Cybersecurity, or related technical field, or equivalent technical experience.
- 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 in customer-facing Tier 3 technical support, escalation management, live-site operations, or advanced troubleshooting for high-volume commercial platforms or cloud services.
- 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.
- Strong 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.
- Strong 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 strong ownership and judgement.
- 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.
Preferred Qualifications:
- 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 organizations.
- Occasional night and weekend on-call work.
Service Engineer in London employer: Microsoft
Microsoft in Oxford is an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration. Employees benefit from competitive compensation, a supportive environment, and ample opportunities for professional growth, making it an ideal place for those looking to advance their careers in cloud solutions. The strategic location in Oxford further enhances the experience, providing access to a vibrant tech community and rich cultural resources.
StudySmarter Expert Advice🤫
We think this is how you could land Service Engineer in London
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Create a personal project or case study relevant to the challenges Microsoft might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
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We think you need these skills to ace Service Engineer in London
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Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Microsoft.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
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Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Microsoft
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
