Customer Solution Engineer

Overview

The Windows Commercial Acceleration Engine (WCAE) is building a customer solution engineering capability that works directly with strategic enterprise customers to solve their most consequential Windows technical challenges. 

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 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. 

In this hands-on engineering role, you will work directly with strategic enterprise customers to identify, diagnose, and resolve their Windows challenges to improve their install base health. You will apply and continue to develop technical expertise across one or more areas, such as 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 issues from discovery to measurable resolution.  

Success in this role will be defined by remediating the customer and contributing to 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 and field teams. 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

Customer solution engineering 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 complex environments, operational constraints, and diagnose Windows deployment, management, update, application, performance, reliability, and security issues, and develop customer-specific strategies. You will contribute to establishing a clear technical problem statement, baseline, success measures, and remediation plan for each engagement. 
• Build and implement technical resolution: devise, design and implement scoped solutions with customers.  Develop technical prototypes, automation, tools, scripts, utilities, configuration changes, and implementation approaches in partnership with the team. Apply solid engineering fundamentals including security, privacy, maintainability and supportability. Validate solution in customer environments to demonstrate measurable improvements. 
• Provide technical evidence: when an issue requires product fixes, supportability changes or telemetry enhancements, provide actionable technical evidence including detailed reproduction information, logs, etc., and business impact.  
• Maintain accountability for assigned technical deliverables.

Scale successful approaches for broad impact.

• Contribute customer solutions and lessons learned to reusable scripts, diagnostic tools, playbooks, technical patterns, and implementation guidance 
• Share knowledge with others in the team 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. 
• Contribute technical evidence and validated improvements that support customer confidence in Windows.
• Communicate technical findings, progress, risks, and recommendations clearly to customer engineers, Microsoft field teams. Provide technical evidence and analysis that can inform internal and customer leadership discussions. 
• Build trusted relationships with customer technical leaders and Microsoft field teams.  

Qualifications

Required/Minimum Qualifications:

• Bachelor's Degree in Computer Science or related technical field AND 2+ 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:

• Experience in customer-facing software engineering, field engineering, technical consulting such as Microsoft Consulting Services, escalation engineering, or support, where you work directly with enterprise customers to diagnose problems, and implement or validate solutions. 
• Technical knowledge of one or more areas within enterprise Windows environments: device provisioning and deployment, Intune, Autopilot, device management, OS and update management, application management, performance, reliability, and security. 
• Experience troubleshooting technical issues in a structured problem-solving method using data, logs, diagnostic tools, and leveraging PowerShell, Microsoft Graph, Windows Performance Analyzer, Windows diagnostic tooling, or comparable technologies. 
• Experience with engineering and automation technologies, building or modifying scripts, automation, diagnostic tools, prototypes, reference implementations, or production-quality technical solutions, leveraging Azure DevOps, GitHub or similar technologies. 

#W+DJOBS

Software Engineering IC3 - The typical base pay range for this role across the U.S. is USD $102,100 - $202,200 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 $133,800 - $219,200 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.

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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.