Microsoft

Senior Service Engineer

Microsoft$120K — $145K *
Information Technology
Less than 5 years of experience
Job Overview by Ladders

Qualifications

  • Bachelor's Degree in relevant field AND 3+ years technical experience in engineering OR equivalent experience.
  • Preferred: Bachelor's Degree with 8+ years or Master's Degree with 6+ years technical experience in engineering.
  • 3+ years experience with large-scale cloud or distributed systems.
  • Experience supporting Email & Calendaring services in enterprise environments.
  • Familiarity with AI-assisted tools and machine learning technologies.

Responsibilities

  • Collaborate with teams to clarify requirements and align priorities for engineering deliverables.
  • Design and improve Email & Calendaring services for reliability and security.
  • Develop automation to reduce manual effort and improve operational efficiency.
  • Partner with product engineering teams for service readiness and transition activities.
  • Monitor service health and engage in incident resolution for Microsoft 365 services.

Benefits

  • Opportunity to work on high-impact, global projects.
  • Collaboration with diverse teams across multiple time zones.
  • Exposure to advanced automation and AI technologies.
  • Focus on continuous improvement and operational excellence.
  • Support for enduring professional development through knowledge sharing and best practices.
Full Job Description
Overview

The purpose of this role is to improve the reliability, efficiency, and user experience of Email & Calendaring services (powered by Exchange Online) and related Microsoft 365 enterprise services operating at global scale. This role applies service engineering, automation, telemetry, and operational practices to support high-volume, business-critical services for a worldwide customer base. The position focuses on addressing incidents and recurring service challenges through engineering solutions, automation, and data-driven decision making. The role also requires collaboration across multiple time zones, partnering with product teams, support organizations, business stakeholders, and an extended engineering team based in the India time zone to deliver secure, compliant, resilient, and user-focused service outcomes.

The Senior Service Engineer contributes to the delivery and operation of foundational services that support Microsoft's technology environment.
  • Contribute to the development and execution of service engineering solutions across Email & Calendaring, Microsoft 365 collaboration services, and partner teams. Apply structured intake, prioritization, delivery tracking, and operational readiness practices to support service quality. Utilize telemetry, reporting, and service health insights to identify trends, assess impact, surface risks, and inform service improvements.
  • Respond to live-site incidents, escalations, and complex service issues by participating in root-cause analysis, coordinating with engineering and operations stakeholders, implementing long-term solutions, and developing automation to reduce recurring issues and manual effort. Apply Microsoft security, privacy, compliance, and operational standards while improving reliability, supportability, and user experience across cloud and hybrid environments.
  • Collaborate with service teams, product groups, support organizations, and business stakeholders to share information, align priorities, and translate operational requirements into engineering outcomes. Help establish clarity around ownership, dependencies, impact, and success measures to support effective cross-team execution.
  • Support the ongoing development and improvement of Email & Calendaring and related Microsoft 365 services by sharing operational practices, lessons learned, and automation approaches. Provide technical guidance through documentation, operational reviews, and knowledge sharing activities that contribute to service quality, engineering maturity, and team effectiveness.


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Responsibilities

Microsoft 365 Service Engineering and Modernization
  • Collaborate across service, product, and operational environments to clarify requirements, establish ownership, align stakeholders, and translate priorities into engineering plans and service deliverables.
  • Design, operate, maintain, and improve Email & Calendaring services and Microsoft 365 communication platforms to support reliability, productivity, service health, security, and operational efficiency.
  • Develop automation and telemetry-driven solutions using technologies such as AI platforms, PowerShell, Microsoft Graph API, Power Platform, and related tools to reduce manual effort, improve operational processes, and address recurring service issues.
  • Partner with product engineering teams (for example, Exchange Online, Substrate, and Transport), service management, support organizations, and business stakeholders to evaluate new capabilities and support readiness, adoption, deployment, and service transition activities.
  • Contribute to operational improvement initiatives by supporting security, resiliency, service reliability, and process optimization efforts. Share knowledge, documentation, and operational practices that support team effectiveness and service continuity.
Customer Experience
  • Represent the needs of Microsoft employees and business groups by identifying productivity challenges, service gaps, feature requests, and operational issues related to Exchange Online and Microsoft 365 services.
  • Use customer feedback, usage insights, and operational data to help prioritize engineering and service improvement efforts while considering reliability, security, compliance, and resource requirements.
  • Share service experiences, operational practices, and lessons learned through IT Showcase and other knowledge-sharing opportunities to support awareness and adoption of Microsoft technologies.
Live-Site Reliability & Operational Excellence
  • Monitor service health and participate in the response and resolution of incidents affecting Email & Calendaring services, including mail flow, hybrid messaging, service availability, and related Microsoft 365 experiences.
  • Utilize telemetry, analytics, and service health data to identify trends, risks, and recurring issues, perform root-cause analysis, and implement automation and process improvements where appropriate.
  • Support operational readiness through collaboration with engineering, product, and support teams. Maintain technical documentation, standard operating procedures (SOPs), knowledge resources, and reusable engineering practices that improve service support and operational consistency.
  • Participate in service reviews, incident retrospectives, and continuous improvement activities to identify opportunities for enhanced reliability, operational efficiency, and customer experience.


Qualifications

Required Qualifications:
  • Bachelor's Degree in Computer Science, Information Technology, Mechanical Engineering, Electrical Engineering, Aerospace Engineering, Data Science, Cybersecurity, or related field AND 3+ years technical experience in software engineering, network engineering, service engineering, systems engineering, or industrial controls
    • 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 Qualifications:
  • Bachelor's Degree in Computer Science, Information Technology, or related field AND 8+ years technical experience in software engineering, network engineering, service engineering, or systems engineering
    • OR equivalent experience
    • Master's Degree in Computer Science, Information Technology, Mechanical Engineering, Electrical Engineering, Aerospace Engineering, Data Science, Cybersecurity, or related field AND 6+ years technical experience in software engineering, network engineering, service engineering, systems engineering, or industrial controls OR Bachelor's Degree in Computer Science, Information Technology, Mechanical Engineering, Electrical Engineering, Aerospace Engineering, Data Science, Cybersecurity, or related field AND 8+ years technical experience in software engineering, network engineering, service engineering, systems engineering, or industrial controls
    • OR equivalent experience.
  • 3+ years technical experience working with large-scale cloud or distributed systems.
  • Experience supporting Email & Calendaring services in large-scale enterprise environments.Experience designing or implementing automation-first operational processes and service management solutions.
  • Familiarity with AI-assisted tools, machine learning technologies, Large Language Models (LLMs), GitHub Copilot, or related productivity technologies.
  • Experience evaluating, adopting, or supporting new platform capabilities and service enhancements.
  • Experience documenting operational processes, developing knowledge resources, and contributing to service readiness activities.
  • Experience working with globally distributed teams across multiple time zones.


This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

About Microsoft

Microsoft is an American multinational corporation that develops, manufactures, licenses, supports, and sells a range of software products and services. Microsoft’s devices and consumer (D&C) licensing segment licenses the Windows operating system and related software, Microsoft Office for consumers, and the Windows Phone operating system. The company’s computing and gaming hardware segment provides Xbox gaming and entertainment consoles and accessories, second-party and third-party video games, and Xbox Live subscriptions; surface devices and accessories; and Microsoft PC accessories. Its phone hardware segment offers Lumia smartphones and other non-Lumia phones. Its D&C segment provides Windows Store, Xbox Live transactions, and Windows phone store; search advertising; display advertising; Office 365 Home and Office 365 Personal; first-party video games; and other consumer products and services as well as operating retail stores. Microsoft’s commercial licensing segments license server products, including Windows Server, Microsoft SQL Server, Visual Studio, System Center, and related Client Access Licenses (CALs); Windows Embedded; Windows operating system; Microsoft Office for business, including Office, Exchange, SharePoint, Lync, and related CALs; Microsoft Dynamics business solutions; and Skype. Its commercial segment offers enterprise services, including premier support services and Microsoft consulting services; commercial cloud comprising Office 365 Commercial, other Microsoft Office online offerings, Dynamics CRM Online, and Microsoft Azure; and other commercial products and online services. The company markets and distributes its products through original equipment manufacturers, distributors, and resellers, as well as online.

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Learn more about Microsoft
Size
181,000 employees
Market Cap
$1,762.4 billion
Industry
Net Income
$51.3 billion
Founded
1975
5 Year Trend
+15.5%
Revenue
$153.2 billion
NASDAQ

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