Senior Service Engineer

What you'll do

• Manage and improve the reliability of Email & Calendaring services and Microsoft 365 platforms at global scale.
• Respond to live-site incidents and perform root-cause analysis to resolve complex service issues.
• Develop automation and telemetry-driven solutions using PowerShell, Microsoft Graph API, and AI tools to reduce manual effort.
• Analyze service health data and telemetry to identify trends, risks, and opportunities for proactive improvements.
• Translate business requirements into engineering plans while coordinating with product teams and stakeholders across multiple time zones.
• Create technical documentation, standard operating procedures, and knowledge resources to improve team effectiveness.
• Advocate for user experience by identifying and addressing service gaps based on customer feedback and usage data.

What we're looking for

• A Bachelor's degree in Computer Science, Information Technology, Engineering, Data Science, Cybersecurity, or a related field is required.
• Candidates must have 3+ years of technical experience in software, network, service, systems engineering, or industrial controls.
• Candidates must be able to pass the Microsoft Cloud background check every two years.
• Experience working with large-scale cloud or distributed systems is preferred.
• Experience supporting Email and Calendaring services in large-scale enterprise environments is preferred.
• Experience designing or implementing automation-first operational processes and service management solutions is preferred.
• Familiarity with AI-assisted tools, machine learning technologies, Large Language Models, or GitHub Copilot is preferred.
• Experience working with globally distributed teams across multiple time zones is preferred.