Service Engineer II - Ads Platform

Overview

Microsoft Advertising is Microsoft's digital advertising business and platform, helping advertisers connect with customers across search, browsing, shopping, gaming, and AI-powered experiences. It supports search, display, native, video, Connected TV, shopping, and AI-driven advertising campaigns across Microsoft properties—including Bing, MSN, Outlook, Edge, Microsoft 365, and gaming—as well as partner networks.

We’re looking for an experienced Service Engineer II to support Microsoft Clarity, Universal Event Tracking (UET), and attribution experiences. The role combines complex customer troubleshooting, product improvement, and automation to improve reliability and customer outcomes.

The successful candidate brings strong technical fundamentals, customer empathy, and an interest in preventing repeat escalations. As a subject matter expert, they will guide global teams, own service KPIs, and connect customer evidence with Support, Engineering, and Product.

Success is measured by timely resolution, sustained KPI improvement, and turning tracking and attribution insights into product action plans.

In alignment with our Microsoft values, we are committed to cultivating an inclusive work environment for all employees to positively impact our culture every day. 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.

AI Experiences employees who live within a 50-mile commute of a designated Microsoft Hub in the U.S. are expected to work from the office at least four days per week. This expectation is subject to local law and may vary by jurisdiction.

Responsibilities

• Serve as a technical and domain subject matter expert for Microsoft Clarity, Universal Event Tracking (UET), conversion tracking, and attribution.

• Lead complex customer investigations across UET implementations, browser- and server-side event flows, APIs, reporting, internal logs, and third-party attribution discrepancies.

• Guide globally distributed FTE and vendor teams, set investigation standards, build capability, and own service KPIs and measurable improvement plans across regions.

• Turn customer, escalation, and incident evidence into product and engineering action plans that address root causes, improve supportability, and reduce recurring issues.

• Create durable operational improvements through monitoring, documentation, playbooks, training, self-service experiences, and post-incident follow-through.