Technical Support Engineer, Senior Job
Microsoft - Seattle, WA

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Job Category: Customer Service & Support
Location: Seattle, WA, US
Job ID: 827365-104350
Division: Advertising & Online

We are the Bing Ads Support Team and we play a crucial role in the global advertising arena. The Bing Ads Support Team (Ad Support) is part of the $3B Microsoft Advertising business. We are currently looking for a talented Technical Support Engineer (TSE) who understands the meaning of world-class customer service and support! Someone who is passionate about digital advertising, resolving complex technical issues, and is an enabler, helping our customers to achieve their business objectives.

Ad Support is a focal point for Bing advertisers around the world. As a TSE, you will provide advanced technical support for Microsoft and Yahoo! online advertising global sales teams. The focus will be on technically supporting paid search results that appear on Bing and other web properties such as Yahoo! The Bing Ads Support team plays a pivotal role in supporting the Yahoo! and Microsoft Search Alliance. The Yahoo! Microsoft alliance is a game-changer strategic initiative bringing our companies together to create a competitive choice in search for advertisers and consumers.

The ideal candidate will know how to build strong team relationships, partner with our platform development team, share knowledge and be an effective advocate for our internal/external partners and customers. You will join a team that is focused on results, working together to solve problems and committed to developing people. People are our number one asset.

We are a global team comprised of 40+ talented Microsoft employees located in Seattle, Dublin, and Singapore.

This role is based in Microsoft’s Westlake Terry office in Seattle’s bustling South Lake Union neighbourhood.

Soft skills:
•Contribute to the Ad Support philosophy that support services are a true differentiator
•Strong documentation skills to be utilized for case management, knowledge capture, bug management and training.
•Excellent written and verbal communication skills
•Very strong problem solving skills
•Eager to learn. Technical aptitude to assimilate new learning quickly
•Flexible: able to adapt to changing environment
•Performs well under pressure
•Capacity and passion to help partners/customers
•Commitment to quality
•Motivation and ability to work well in a team environment
•Out of box thinker
•Able to take initiative and drive change
•Ability to consistently achieve high levels of customer satisfaction
Primary Responsibilities:
•Manage ticket issue(s) queue providing investigation prioritization, continuous and timely updates to customers
•Take ownership to resolve customer issues in accordance with service level agreements (SLAs) balancing speed and quality.
•Troubleshoot online content, publishing systems, APIs and related advertising tools.
•Serve as a second or third tier technical expert, providing analysis, resolution and escalation point for advertising issues.
•Work with sales teams and partners to gather escalation information and customer/business impact.
•Communicate high priority escalations with business and R&D teams for accurate triage and response.
•Lead or participate as a subject matter expert, reviewing cases, identifying issue trends
•Lead and mentor less senior support engineers
•Work to clear open cases focusing on complex problems
•Composing timely world-wide correspondence or alerts to sales teams and partners as appropriate.
•Create process or troubleshooting documentation in the ad support knowledge base.
•Work with advertisers, agencies, & tool providers to integrate their advertising tools with Bing Ads & APIs.
•Coordinate with team members to manage daily team workload.
•Create and run advanced SQL queries as part of troubleshooting.
•Help foster innovation in tools and processes to make the team more effective and efficient.
Education and Experience
•A BS in Computer Science, Engineering or related technical discipline preferred.
•3+ years relevant experience, including work with web technologies such as XML, HTML, IIS, APIs, SOAP, JSON and desktop client software.
•2+ years using and writing SQL required with ability to manipulate data rapidly and use complex joins.
•Experience of parsing & analysing log files.
•Experience working with sales teams or web based application end users is also desired.
•Experience of working with remote/virtual teams.
•Ability to communicate complex problems in non-technical terms at various levels within the organization.
•English language skills including strong written communication skills required.
•Online industry experience strongly preferred.
•Organic & Paid search experience preferred.
•Spanish or Portuguese language skills desired.
•Occasional night and weekend on-call work is required.
•Travel up to 5% may be required.

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