Service Engineer II, Ads Platform

What you'll do

• Serve as a technical subject matter expert for Microsoft Clarity, Universal Event Tracking, and attribution.
• Lead complex customer investigations involving browser and server-side event flows, APIs, and internal logs.
• Guide global teams by setting investigation standards and owning service KPIs and improvement plans.
• Convert customer escalation evidence into product and engineering action plans to address root causes.
• Create operational improvements through monitoring, documentation, playbooks, and self-service experiences.
• Represent Support in product pilots and release-readiness reviews to advocate for quality and risk mitigation.
• Design and own AI-assisted and automation solutions to accelerate diagnosis and eliminate repetitive work.

What we're looking for

• Bachelor's Degree in Computer Science, Information Technology, Data Science, Engineering, or a related field and 2+ years of relevant experience.
• Equivalent experience to the degree and years of experience requirement is accepted.
• Ability to pass the Microsoft Cloud background check.
• Master's Degree in a relevant technical field and 6+ years of applicable experience (preferred).
• Strong coding skills in C#, Java, Python, or TypeScript/JavaScript to build automation or services (preferred).
• Hands-on troubleshooting experience using logs, metrics, traces, APIs, databases, and query languages (preferred).
• Experience in customer-facing Tier 3 support or a software product organization managing high-revenue escalations (preferred).
• Experience troubleshooting Microsoft Clarity, UET, and tracking issues using web technologies, REST APIs, SQL, or Kusto (preferred).