Service Engineering IC3

Microsoft has an exciting opportunity to join the Azure Cloud Collaboration Center (CCC) team as a Service Engineer.

The CCC is a one-of-its-kind facility combining innovation and scale to address operational challenges and unexpected events in order to provide new levels of customer responsiveness, security, and efficiency. This facility is purpose-built for cross-team work, with collaborative design elements including a 1,600 square foot video wall that provides a comprehensive visualization for Azure health, from internal processes to the customer experience; and is used to bring together engineering teams from across Azure that optimize and advance Microsoft’s cloud services to be secure and reliable.  The Azure CCC offers customer tours designed to offer customers a window into how we build, manage, and operate Azure at-scale, with the goal of building and reinforcing their trust in the Microsoft cloud. It includes impactful video content and hardware artifacts that range from generally available to cutting edge research that help bring Azure to life. The CCC also includes engineering collaboration workspace with near real time telemetry of the Azure cloud.  

This position offers an unparalleled opportunity to build and leverage your understanding of Azure, Microsoft services and/or technical approaches that develop and evolve the cloud deployment and operations strategy for Azure.  The CCC is a special and highly maintained physical environment, customer experience, and collaboration space. In this role, you will deploy, manage, and maintain various types of servers, computing, telecommunication, teleconferencing, audio/visual, and video wall hardware, software, and technologies. These devices, systems, and platforms are used by customers, internal stakeholders, and engineers as part of various experiences, collaborations, and mission critical situations.

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.

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 Requirments

• Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire/transfer and every two years thereafter.

Security Clearance Requirements   

• Candidates must be able to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings:  

Citizenship Verification: 

• Controlled Technology: 

  • This role will require access to information that is controlled for export under export control regulations, potentially under the U.S. International Traffic in Arms Regulations or Export Administration Regulations, the EU Dual Use Regulation, and/or other export control regulations. As a condition of employment, the successful candidate will be required to provide proof of citizenship, U.S. permanent residency, or other protected status (e.g., under 8 U.S.C. § 1324b(a)(3)) for assessment of eligibility to access the export-controlled information.  To meet this legal requirement, and as a condition of employment, the successful candidate’s citizenship will be verified with a valid passport. Lawful permanent residents, refugees, and asylees may verify status using other documents, where applicable. 

Preferred qualifications

• Bachelor's Degree in Computer Science, Information Technology, or related field AND 5+ years technical experience in software engineering, network engineering, service engineering, or systems engineering
  • OR equivalent experience.
•  1+ year(s) technical experience working with large-scale cloud or distributed systems.
•  Management Information Systems (MIS), or other industry or product specific Engineering Certifications.
• Experience managing and maintaining systems in a corporate high technology fusion center, engineering collaboration center, or critical facility.
• Experience managing and maintaining audio visual and telecommunication devices and systems in a corporate high-collaboration environment.
• Experience and capability to successfully perform customer and executive-facing tasks

Service Engineering IC3 - The typical base pay range for this role across the U.S. is USD $98,300 - $193,200 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 $127,200 - $208,800 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 

Microsoft will accept applications for the role until December 10, 2024

• Deploys, manages, and maintains CCC infrastructure, systems, services, and technology to ensure operational excellence, high security, quality service and experience delivery in the CCC environment.
• Provides excellent customer service and technical support to internal and external customers utilizing CCC technology and infrastructure for events, collaborations, and experiences.
• Coordinates and organizes facility, hardware, and system repairs and maintenance with internal teams and external suppliers to elevate overall CCC health, maximize availability, and minimize disruption.
• Develops a foundational understanding of service and/or system design, interactions between technology layers and components, functions of infrastructure, and dependencies at scale.
• Creates and maintain process documentation for CCC operations, hardware, systems, and technology.
• Invests time and effort to improve knowledge and expertise.
• Actively seeks to develop an understanding of key learnings, insights, and best practices that can be applied to improve the development and operations of the system, platform, or product components and features by participating in design reviews, incident drills and debriefs, and regular meetings, as well interactions with more experienced Service Engineers and members of product engineering teams. Develops, recommends, and proposes solutions.
• Implements reliable, scalable, and high-performance solutions across teams. Contributes to design documents. Owns implementation and rollback plans. Maintains quality checklist and related documentation with minimal guidance.
• Learns and adheres to prescriptive guidance for security, privacy, and compliance standards in alignment with direction from the business and technical experts. Works with security, privacy, and compliance teams to identify and address issues relevant to their services with minimal guidance.
• Monitors and takes action on telemetry data and performs analyses to identify patterns that reveal errors and unexpected problems that are affecting the system's availability, reliability, performance, and/or efficiency, with minimal guidance. Develops scripting and/or automation used in monitoring based on observations and experience.
• Responds to incidents during regular on-call rotations by identifying the level of impact, troubleshooting issues, and deploying appropriate fixes to resolve root cause(s). Alerts product teams and owners to major customer impacting issues and escalates resolution of complex and highly impactful issues affecting multiple components or features to other engineers or engineering teams as needed. Shares details related to incidents and their resolution through postmortem reports and during regular review meetings.
• Demonstrates expertise in service and/or system design, interactions between technology layers and components, functions of infrastructure, and dependencies at scale. Contributes to service design by identifying and recommending optimal configurations of technology components with awareness of cost management. Adjusts configurations and defines infrastructures to improve availability, reliability, efficiency, observability, and/or performance of supported products and services, with minimal guidance from other engineers. Actively participates in reviews with the engineering teams that develop and/or manage services and shares learnings and recommendations across engineering teams working on related services within their organization.
• Stays current in knowledge and expertise as technology landscape evolves. Contributes to the adoption of new solutions. Proactively seeks opportunities to learn and receive feedback.

• Other

  • Embody our Culture and Values