Lead Principal Customer Solution Engineer
This role is expected to remain technically engaged, working directly with customers, guiding technical investigations, reviewing solution approaches, and helping resolve the most complex customer challenges. You will need to also drive technical excellence, build scalable operating practices, and represent customer needs to Windows leadership & engineering teams.
Success in this role will be measured through team development & leadership, customer impact, operational excellence, and the creation of reusable solutions, tools, guidance, and engineering insights that scale beyond individual customer engagements. This work will be pivotal to the success of the Windows Commercial business.
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.
Lead Principal Customer Solution Engineer AND technical engineering experience with coding in languages including, but not limited to, C, C++, C#, Java, JavaScript, or Python. OR equivalent experience. These requirements include but are not limited to the following specialized security screenings: Experience managing geographically distributed engineering teams.
Experience working directly with enterprise customers to understand complex technical environments, diagnose problems and identify root cause, and implement or validate solutions. Experience building customer-facing engineering, escalation engineering, support engineering, or technical consulting capabilities.
Experience troubleshooting complex device-management issues using data, logs, telemetry, diagnostic tools, and structured problem-solving methods. Experience creating scalable engineering practices, operational rhythms, and delivery models. Ability to synthesize information from multiple sources, identify systemic patterns and root causes, and translate findings into practical customer solutions and actionable product feedback.
Experience collaborating across customer, field, support, and product engineering teams to drive technical issues from discovery through resolution. Ability to communicate complex technical findings, risks, and recommendations clearly to technical and executive audiences. Build and implement technical resolution and modernize device management to resolve install base health challenges. Design and implement solutions with customers.
Apply solid engineering fundamentals including security, privacy, maintainability and supportability. Build solid partnerships with Windows engineering teams, specialists, support organizations, account teams, and field leadership. Deliver measurable customer and business outcomes: Contribute to the evolution of the Windows Commercial Acceleration Engine strategy and operating model.
