Responsibilities

• Perform deep technical investigations that stretch your skills as you traverse rich telemetry streams to isolate and solve complex performance issues for Microsoft Advertising customers & partners.
• Take ownership to resolve customer issues in accordance with service level agreements (SLAs) balancing speed and quality.
• Contribute to product improvements by filing bugs and design change requests, and help developers fix and ship them to production to prevent customers from being impacted.
• Drive root cause analysis and service improvements involving bug fixes in close partnership across several Engineering teams.
• Use judgement and effective communication skills to compose timely Global Alerts and issue visibility correspondence to sales teams and partners.
• Create process or troubleshooting documentation that enables knowledge base for Tier 1 and Tier 2 support teams.
• Conduct data and trend analysis to create insightful customer stories that influence Platform ENGG team product roadmaps and gaps, business decisions, and training/readiness content.
• Collect and align customer/partner feedback on Microsoft products and services (e.g., surveys, listening systems); acts as the voice of the customer by providing actionable feedback across groups (e.g., product team, account management, services leadership team) about customer/partner experience and competitor threats; proposes new initiatives to anticipate risks
• Provide thought leadership to influence strategy when engaging with customers and partner and contribute to business case development for policy changes and engineering asks.
• Drive revenue upsell during consultations by identifying and recommending customer-centric optimization opportunities.
• Prioritize and deliver against client planned technical initiatives. This can be in the form of specific client work, consultations, implementations and/or scaled solutions.
• Support effective rollouts of new pilots and features. Participate in Engineering led bug bashes to help launch stable and low friction releases to markets globally.
• Anticipate customer issues to design and automate platform checks to engage with Engineering proactively before customers escalates.
• Establish requirements and collaborates with others across the organization to build monitoring and diagnostic tools that automate the discovery and resolution of issues.

Occasional night and weekend on-call work is required.

Qualifications

• BS in Computer Science, Engineering or related technical discipline
• Preferred advanced problem-solving ability to drive great customer service and strong team relationships
• Minimum 4-6 years experience in a technical support or software development organization (Tier 3 experience preferred), in the online industry for a high-volume commercial website or service
• Minimum 3+ years’ experience using TSQL required with ability to manipulate data rapidly and use complex joins (3+ years’ experience preferred) and Stored Procs
• Ability to analyze and visualize large data sets to find issue trend
• Practical experience running online systems built on Azure or similar cloud providers

• Do you have experience scripting or working with programming languages similar to Python, C#, JavaScript, or another object-oriented programming (OOP) pattern?
• Do you have experience communicating and supporting with non-technical partners and clients?
• Do you have practical experience in a similar role?

• Experience working with remote/virtual teams; ability to collaborate across boundaries
• Communication skills are a key component of this role with audiences that include customers, peers and occasional executive presence
• Strong documentation skills to be utilized for case management, knowledge capture, bug management and training
• Storytelling, influencing for impact skills, attention to detail and commitment to quality
• Enthusiastic, self-motivated with passion for the success of the customer and proven capability to develop key relationships
• Data driven with a focus on business impact for projects undertaken
• PMP or 2+ years of experience in a product management or program management or engineering environment
• Organic & Paid search platform experience preferred