Service Engineer

Microsoft's CXP Incident Communication and Coordination (ICC) team is seeking a Service Engineer to join their 24/7 organization focused on real-time communication for Microsoft 365 services. This role involves driving service incidents to resolution while effectively communicating with customers and stakeholders.

As a Service Engineer, you'll be responsible for authoring and deploying incident communications, coordinating across multiple Microsoft organizations, and helping improve overall incident coordination processes. The role requires excellent crisis management skills, strong communication abilities, and technical expertise in service engineering.

The position offers flexible work arrangements with full or partial work from home options. However, as part of a 24/7 team, flexible shift coverage including evenings and weekends is required. The base salary range is $84,200 - $165,200 per year (higher in SF Bay Area and NYC).

Key responsibilities include:

• Managing and communicating service incidents
• Coordinating with multiple internal organizations
• Improving incident coordination capabilities
• Providing leadership to ICC vendors
• Representing customer voice to technical teams
• Acting as a brand ambassador for M365 products

Required qualifications include a Bachelor's degree in Computer Science or related field (or equivalent experience) and prior 24/7 operations experience. The role requires passing Microsoft Cloud background check and US citizenship verification.

This is an excellent opportunity to develop crisis management skills, build business acumen, and gain deep knowledge of Microsoft 365 services while working with a leading technology company committed to empowering others and fostering an inclusive culture.