Service Engineer II - Software Service Engineer

Root cause analysis: You will perform deep, evidence-based root cause analysis (RCA) on production incidents, service escalations, and recurring failures; document findings clearly and drive corrective and preventive actions. Design change requests: You will author and champion Design Change Requests (DCRs) — translate diagnostic findings into well-reasoned design and engineering change proposals, and partner with product teams to land them. You will partner with product engineering, program management, and support to reproduce customer-reported problems in realistic enterprise configurations. You will build and improve diagnostics, telemetry, and automation that accelerate detection, triage, and resolution. You will participate in live-site and on-call responsibilities; contribute to incident response, post-incident reviews, runbooks, and the team knowledge base. You will continuously raise the bar on service availability, performance, security, and supportability. You will perform in a lead technical role to provide highest level support to end users (employees) and interface with various internal services and product engineering teams to drive product and user experience improvement You will provide a high level of support/service engineering across multi-platform products and services - Windows Client/Server, Client networking, Linux, Mac, iOS & Android. You will analyze top ticket/call drivers through existing telemetry data and/or build new telemetry to understand the obstacles, issues, bugs and DCRs. You will perform developing and managing a script (PowerShell/VS Code) lifecycle to automate issue detection and remediation tasks. You will provide Troubleshooting Guides, Knowledge Base, and Training for lower tier support teams to drive issue resolution rates up. Deliver high-quality RCAs and at least one impactful design change request that improves product quality or supportability. A relentless problem-solver who is not satisfied until the true root cause is understood. Detail-oriented and evidence-driven — you tie every conclusion to data, logs, or a reproduction. A proven collaborator who can influence product and engineering teams with well-reasoned proposals. A growth-minded learner who thrives in a fast-moving, large-scale environment. 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. Up to 2 years of engineering, service-engineering, or platform support experience, including time in a large corporation or enterprise environment. Demonstrated ability to find, reproduce, and diagnose software defects and to reason through failures to their root cause. Scripting and automation proficiency (e.g., PowerShell, Python) and comfort with log analysis and debugging tools. Experience operating services at scale in a large enterprise or cloud environment, including live-site / on-call. Knowledge of Windows, macOS, and Linux platforms, including operating system internals, servicing, and hands-on debugging (e.g WinDbg, crash analysis, system logs, telemetry, and kernel or user-mode diagnostics). Depth in one or more of: Intune MDM/MAM, Configuration Manager, Autopilot; Exchange Online, Teams, or SharePoint administration. Familiarity with telemetry and diagnostics platforms (e.g., Kusto / Azure Data Explorer, log analytics) for large-scale investigation. Experience authoring RCA documents and driving design change requests through a formal defect / servicing lifecycle. Clear technical writing and cross-team communication skills. Experience using AI-powered tools, and automation to improve troubleshooting, RCA, service reliability, and operational efficiency.