Service Engineer II

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As a Service Engineer II on the DevDiv Fundamental Services (DDFUN) team, you will join a deeply technical, high-impact group that owns and operates both cloud and on-prem services supporting engineering systems across the division. Our team blends Site Reliability Engineering (SRE), Software Engineering (SWE), and Service Engineering (SE) expertise, and is known for its strong culture, low attrition, and commitment to excellence.

Our vision and mission are to empower developers to be more productive and secure by providing reliable, automated, and secured platforms using modern fundamental practices and solutions. DDFUN is a daily role model for best practices that provides fundamental solutions to our customers leveraging on-prem infrastructure, cloud services, and third-party solutions.

We are lookign for a Service EngineerII, who will be the lead engineer for foundational services such as VM and patch management, hardware deployment, inventory lifecycle, and Apple macOS system support—ensuring reliability, security, and operational efficiency for thousands of systems. You’ll collaborate with partner teams to deliver top-tier customer service, identify opportunities for improvement, and implement automation and AI-driven solutions to streamline workflows and reduce manual effort.

We value curiosity, a growth mindset, and a passion for learning on the job. Our engineers are empowered to explore new technologies, improve processes, and contribute to a culture of continuous improvement. While the role is primarily remote, occasional visits to on-prem labs are required for hardware-related tasks. Participation in an on-call rotation, which may include occasional weekend availability, is also expected.

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. In alignment with these values, we are committed to cultivating an inclusive work environment that positively impacts our culture every day.

Basic Qualifications

• Bachelor's Degree in Computer Science, Information Technology, Mechanical Engineering, Electrical Engineering, Aerospace Engineering, Data Science, Cybersecurity, or related field AND 2+ years technical experience in software engineering, network engineering, service engineering, systems engineering, or industrial controls
  • OR equivalent experience.
• 3+ months experience applying AI/ML techniques to infrastructure or service engineering scenarios (e.g., anomaly detection, predictive maintenance, intelligent alerting).

• Experience with macOS environments and enterprise deployment tools.

Other Requirements:

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

Preferred Qualifications

• Master's Degree in Computer Science, Information Technology, Mechanical Engineering, Electrical Engineering, Aerospace Engineering, Data Science, Cybersecurity, or related field AND 3+ years technical experience in software engineering, network engineering, service engineering, systems engineering, or industrial controls
  • OR Bachelor's Degree in Computer Science, Information Technology, Mechanical Engineering, Electrical Engineering, Aerospace Engineering, Data Science, Cybersecurity, or related field AND 5+ years technical experience in software engineering, network engineering, service engineering, systems engineering, or industrial controls
  • OR equivalent experience.
• 1+ year experience applying AI/ML techniques to infrastructure or service engineering scenarios (e.g., anomaly detection, predictive maintenance, intelligent alerting), AI platform frameworks such as Azure Machine Learning, Copilot Studio on Azure or GitHub Copilot

• Experience in managing asset lifecycle data, building Power BI reports for operational insights, supporting lab environments and coordinating with facilities teams.

• Knowledge of Executive Order (EO) compliance and secure network designs.

• Ability to manage vendor relationships and lead cross-team initiatives.

Service Engineering IC3 - The typical base pay range for this role across the U.S. is USD $100,600 - $199,000 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 $131,400 - $215,400 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 posts positions for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled

#DevDiv #DDJL

• VM Management
  Provision, migrate, and decommission Hyper-V virtual machines. Ensure agent version compliance, resolve Virtual Machine Manager (VMM) issues, and maintain secure, reliable virtualization environments.

• Patch Management
  Manage monthly patching for 7,000+ lab machines with a 95% compliance target. Oversee vendor coordination, reporting, tooling, and support for Windows and macOS systems in alignment with Data Security and Risk (DSR) and Secure Foundation Initiative (SFI) standards.

• Hardware Deployment
  Lead deployments in Managed Lab Services labs (MLS) and across new platforms (e.g., ARM64, next-generation Microsoft hardware). Define standards, validate specifications, and coordinate with vendors and lab teams.

• Inventory & End-of-Life (EOL) Management
  Maintain accurate asset data in OneAsset. Track OS versions, conduct audits, manage decommissioning, and support lifecycle transitions in compliance with Executive Order (EO) requirements.

• Break/Fix & Server Administration
  Support ~7,000 systems. Handle OS upgrades, troubleshoot hardware, firmware, and networking issues, and resolve ~1,000 customer tickets annually. Coordinate outages and downtime with Managed Lab Services labs (MLS) and Real Estate & Facilities (RE&F).

• Apple macOS Hardware and Software Support
  Support ~1,500 macOS devices. Manage imaging workflows, OS and Xcode updates, network troubleshooting, and ensure compliance with Executive Order (EO) and security standards.

• Security & Compliance Operations
  Implement and maintain patching and security baselines for on-prem systems. Align with DSR, Secure Foundation Initiative (SFI), and Executive Order (EO) requirements. Support physical security measures and contribute to centralized compliance automation.

• AI-Driven Automation
  Design and implement AI-assisted workflows to optimize patching, inventory management, and incident response. Collaborate with customers and the team to integrate telemetry and predictive analytics into service operations.

• Intelligent Monitoring & Insights
  Utilize AI/ML tools to detect anomalies, forecast capacity needs, and proactively mitigate risks across on-prem and hybrid environments.