Microsoft

Service Engineer II - Software Service Engineer

Microsoft • $102K — $202K *
Redmond, WA 98052In-Person
Information Technology
Less than 5 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Bachelor's degree in Computer Science, Information Technology, or related field and 2+ years in software, network, service, or systems engineering or equivalent experience.
  • Microsoft Cloud background check required upon hire and every two years thereafter.
  • Up to 2 years of engineering or platform support experience in a large corporate setting.
  • Ability to diagnose software defects and analyze failures to find root causes.
  • Hands-on troubleshooting experience with Windows, macOS, Linux, and familiarity with Microsoft 365 services.

Responsibilities

  • Investigate, reproduce, and isolate complex defects across multiple platforms including Windows and macOS.
  • Perform deep root cause analysis on incidents and document findings for corrective actions.
  • Draft and promote Design Change Requests, translating findings into actionable proposals.
  • Collaborate with engineering and support teams to replicate user-reported issues in realistic environments.
  • Build and enhance diagnostics to improve detection and resolution processes.
  • Participate in on-call duties and contribute to incident response and documentation.
  • Improve service availability, performance, and supportability continuously.

Benefits

  • Comprehensive health insurance plans.
  • Retirement savings options with company match.
  • Generous paid time off and holidays.
  • Professional development and training opportunities.
  • Employee assistance programs and wellness resources.
Full Job Description
Responsibilities
  • 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


Qualifications

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.

#MSD

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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.

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
Enterprise Technology
Net Income
$51.3 billion
Founded
1975
5 Year Trend
+15.5%
Revenue
$153.2 billion
NASDAQ
MSFT
* Ladders Estimates

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