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