Senior Service Engineer

You will build automation, tooling, and self-healing capabilities to improve resiliency, reduce operational overhead, and scale Teams Devices operations. You will lead complex incident response through deep root cause analysis, driving engineering-led remediation and durable fixes. You will validate, deploy, and operationalize Teams Devices capabilities in partnership with Product Groups, vendors, and engineering teams. You will collaborate across engineering, operations, and partner teams to influence decisions, resolve cross-functional issues, and deliver shared outcomes. You will drive service maturity through improved observability, best practices, and mentorship to enhance reliability and scalability. You will embed security, privacy, compliance, and Zero Trust principles across the service lifecycle. You will design and deliver AI-powered service engineering solutions leveraging Large Language Models (LLMs), intelligent agents, and automation frameworks to reduce operational toil, accelerate incident resolution, and improve service reliability at scale. Embody our culture and values. Bachelor's Degree in Computer Science, Information Technology, or related field AND 3+ years technical experience in software engineering, network engineering, service engineering, or systems engineering OR equivalent experience. Hands on Experience in designing, developing, or operationalizing AI-powered solutions using Large Language Models (LLMs), generative AI, intelligent agents, or automation frameworks to improve service operations and customer outcomes. Experience driving complex issue resolution through cross-functional collaboration with Product Groups, suppliers, service providers, and business stakeholders. 5+ years of experience in enterprise device management across one or more operating systems (Windows, Android, Linux, etc.) Strong scripting and automation experience using PowerShell, Python, or similar technologies for operational efficiency and service monitoring. Intune/SCCM AAD/Azure Entra Teams Admin Center (TAC) Windows & Android OS