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Microsoft Corporation Senior Service Engineer in Burlington, Massachusetts

Does pioneering new and innovative ways to reimagine and transform end-user productivity across the breadth and depth of Microsoft’s global workforce sound exciting to you? Are you passionate about the future of work, driving innovation and showcasing an employee experience blueprint that inspires customers and partners to navigate their digital transformation? If so, Microsoft Digital (MSD) team is a place for you to grow your career!

Microsoft Digital (MSD)’s mission is to power, protect, and transform the employee experience at Microsoft around the world . Come build community, explore your passions, do your best work and be a part of the team within Microsoft’s Data Platform & Growth (DPG) organization and Experiences & Devices (E+D) division . Microsoft Digital (MSD), is the team that innovates, creates, and delivers the vision for Microsoft’s employee experience, human resources, corporate and legal affairs, global real estate products, and runs Microsoft’s internal network and infrastructure, plus builds campus modernization and hybrid solutions. You will leverage the latest technologies and focus on empowering Microsoft employees with the tools and services that define both the physical and digital future of work.

Senior Service Engineer

We are looking for an experienced IT professional to join our Healthcare Global Technology Solutions (GTS) Service Reliability Center team as Senior Service Engineer.

The Senior Service Engineer role, also known within our team as a Senior Service Reliability Center (SRC) Subject Matter Expert (SME) engineer, is a service engineering position that combines software and systems engineering to maintain and run cloud-scale, distributed, fault-tolerant systems. Our team ensures that our services and products have reliability and uptime to meet the needs of our ever-growing customer base in a mission critical industry: Healthcare hosted products. Practices such as event response, major incident management, minimizing operational work, deep post-mortem exercises, and prevention of potential outages are factoring into the iterative improvement work that the SRC focuses on.

Location: By applying to this U.S. based position, while remote work is possible, relocation does not apply/is not provided for the role.

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 at work and beyond.


In this role you will spend a majority of time supporting and being a central point of contact in the SRC with a line of business through phone based, direct contact support, as well as through ticketing systems.  You will be supporting the products and customers directly. You will interact with management and key stakeholders to ensure consistency in process and performance while helping to produce key metrics. You will also spend a portion of each day working with other team members on a variety of tasks from monitoring, incident management, completing capacity and deployment-based service planning, defining monthly and weekly activities like patch & vulnerability management, and playing a pivotal role in our major incident response team should an incident impact the availability or reliability of several of the Healthcare products.  Because of this breadth, the SME Service Reliability engineer maintains a unique position to see the entire division and interact across all teams.

  • Support core infrastructure with an overall objective to improve the scalability, reliability, performance, and availability.

  • Work collaboratively with support teams to analyze and resolve incidents for both on-premises, hosted, and cloud deployments.

  • Work to automate detection and resolution of recurring issues in the production environment.

  • Ensures system performance, uptime and support levels meet or exceed Service Level Agreements.

  • Perform incident triage, escalation, & on-call support

  • Collaborate with development and operations teams to update implementations of cloud-native CI/CD pipelines.

  • Embody our culture ( and values (


Required qualifications:

  • 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

o OR equivalent experience.

  • 3 + years expereince with commercial cloud services, such as Microsoft Azure Cloud, including demonstrated ability to build, use and configure metrics collection, reporting and alerting systems using cloud native toolkits.

  • 3 + years experience with any of the following technologies: Kubernetes, AMQ, Service Bus, MSSQL, Grafana, Log Analytics, Nagios, SaltStack, Zenoss, Remedyforce, Confluence, Jira, PagerDuty

Additional or Preferred Qualifications:

  • Demonstrated broad experience in troubleshooting large-scale distributed systems with expertise in at least four of the following: application, OS, networking, VOIP, containerization, virtualization, database, and storage technologies.

  • Familiarity with cloud support engineering best practices. 

  • Experience designing, building, and delivering cloud-native microservices.

  • Experience in bringing new ideas and innovation to life in a collaborative manner and driving cross-functional teams towards self-identified objectives.

  • Self-motivated and proactive, with demonstrated creative and critical thinking capabilities.

Service Engineering IC4 - The typical base pay range for this role across the U.S. is USD $112,000 - $218,400 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 $145,800 - $238,600 per year.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here:




Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations ( .