Senior Customer Solution Engineer

Overview

Be part of a culture that pursues and celebrates excellence and drives innovation where success is a shared journey from a One Microsoft approach.

As a Senior Customer Solution Engineer, you will join the Windows Commercial Acceleration Engine (WCAE) Team as part of the Windows Ecosystem and Commercial Engagement (WECE) organization in Windows + Devices.

Windows Commercial Acceleration Engine is building a forward-deployed engineering capability that works directly with strategic enterprise customers to solve their most consequential Windows technical challenges.

In this hands-on engineering role, you will work directly with strategic enterprise customers to identify, diagnose, and resolve their most complex Windows challenges to improve their install base health. You will apply broad technical expertise across device provisioning, deployment, device management, OS and update management, application management, performance, reliability, and security. You will leverage telemetry, logs, code, scripts, configurations, policies, and engineering systems to investigate and move complex issues from discovery to measurable resolution. Success in this role will be defined by remediating the customer as well as turning successful solutions into re-usable packaged solutions, diagnostic tools, product improvements, and implementation guidance that will benefit many more customers and strengthen Windows at scale. You will collaborate closely with customers, field teams, and Windows product engineering. Your technical depth, customer empathy, and ability to operate across disciplines will be key to delivering measurable customer and business outcomes. This work will be pivotal to the success of the Windows Commercial business.

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.

Responsibilities

Lead forward-deployed customer engagements to improve the install-base health of strategic Windows commercial customers with hands-on technical engagement.

• Discover: Embed with strategic enterprise customers to rapidly understand their business priorities, complex environments, operational constraints, and diagnose Windows deployment, management, update, application, performance, reliability, and security issues, and develop customer-specific strategies. Establish a clear technical problem statement, baseline, success measures, and remediation plan for each engagement.
• Build and implement technical resolution: devise, design and implement solutions with customers. Develop technical prototypes, automation, tools, scripts, utilities, configuration changes, and implementation approaches. Apply engineering fundamentals including security, privacy, maintainability and supportability. Validate solution in customer environments to demonstrate measurable improvements.

Partner with engineering for complex cross-product issues.

• Collaborate with Windows, Intune, and other product engineering teams to investigate complex cross-product issues and drive product fixes, supportability changes, and telemetry enhancements supported by actionable customer evidence including detailed reproduction information, logs, etc., and business impact.
• FDE will maintain accountability for the customer outcome.

Scale successful approaches for broad impact.

• Identify patterns and convert customer solutions and lessons learned into reusable playbooks, patterns, tools, and technical guidance that can benefit a broader set of enterprise customers.
• Transfer expertise to other FDEs, partners, field, support teams, and product groups so each engagement increases the capability of the broader ecosystem.

Deliver measurable customer and business outcomes.

• Demonstrate improvement in customers install base health through customer evidence, telemetry, validation results, or agreed success measures.
• Help restore customer confidence in Windows and strengthen the role of Windows in customers' future endpoint, security, management, and AI-platform strategies.
• Build trusted relationships with customer technical leaders, Microsoft field teams, and product engineering teams.
• Communicate technical findings, tradeoffs, risks, decisions, and progress clearly to customer engineers, IT leaders, Microsoft field teams, product engineers, and executives.

Qualifications

Required/Minimum Qualifications:

• Bachelors Degree in Computer Science or related technical field AND 4+ years technical engineering experience with coding in languages including, but not limited to, C, C++, C#, Java, JavaScript, or Python.
• OR equivalent experience.

Additional or preferred qualifications

Other Requirements: Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include but are not limited to the following specialized security screenings:

• Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.

Preferred Qualifications:

• Bachelor's Degree in Computer Science, Engineering, Data Science, Math, Business, or a related field AND 6+ years of experience in engineering, product or technical program management, product development, technical consulting, or solution delivery.

• OR equivalent experience.

• Experience working directly with enterprise customers to understand complex technical environments, diagnose problems, and implement or validate solutions. Demonstrated ability to lead ambiguous technical work from discovery to validated resolution.

• Technical knowledge of enterprise Windows environments, including several of the following areas: device provisioning and deployment, device management, OS and update management, application management, performance, reliability, and security.

• Experience troubleshooting complex technical issues using data, logs, diagnostic tools, and structured problem-solving methods.

• Experience building or modifying scripts, automation, diagnostic tools, prototypes, reference implementations, or production-quality technical solutions.

• Ability to synthesize information from multiple sources, identify systemic patterns and root causes, and translate findings into practical customer solutions and actionable product feedback.

• Solid customer empathy, engineering judgment, learning agility, and the ability to operate effectively across product, field, support, partner, and customer teams.

• 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.

• Experience in a Forward Deployed Engineering, customer-facing software engineering, field engineering, technical consulting, escalation engineering, support engineering, or solutions architecture role.

• Experience with Microsoft Consulting Services, Industry Solutions, Customer Success, FastTrack, or a comparable enterprise technology consulting organization.

• Deep experience with Windows, Microsoft Intune, Windows Autopilot, endpoint security, or Windows performance and reliability.

• Experience developing prototypes, scripts, diagnostic tools, reference implementations, or reusable technical guidance.

• Experience with PowerShell, Microsoft Graph, Windows Performance Analyzer, Windows diagnostic tooling, Azure DevOps, GitHub, or comparable engineering and automation technologies.

• Demonstrated ability to turn solutions developed for an individual customer into repeatable approaches that benefit a broader customer population.

• Experience representing customer needs in product planning and influencing engineering priorities through technical evidence and business impact.

#W+DJOBS

Software Engineering IC4 - The typical base pay range for this role across the U.S. is USD $119,800 - $234,700 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 $160,200 - $261,000 per year.

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

https://careers.microsoft.com/us/en/us-corporate-pay

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

Microsoft is an equal opportunity employer. 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 with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.