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Principal, Customer Solution Engineer (Fundamentals, Performance & Reliability)

Microsoft· Software Engineering
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Redmond, WA$142.8k - $274.8kfull-timePosted 1w ago

About the role

Hands-on engineering role within the Windows Commercial Acceleration Engine (WCAE) to work directly with strategic enterprise customers, diagnosing and resolving complex Windows performance/reliability challenges to improve install base health and produce reusable solutions.

Responsibilities

  • Swarm on a customer engagement to dive deep into fundamentals and improve the install-base health of strategic Windows commercial customers with hands-on technical engagement.
  • Discover: Embed with strategic enterprise customers to understand device performance, reliability, boot and sign-in experience, battery life, application responsiveness, system resource utilization, and operational workflows. Use telemetry, traces, logs, dumps, diagnostics, and customer evidence to identify performance bottlenecks, reliability failures, regressions, and systemic issues.
  • Build and implement technical resolution and modernize device management to resolve install base health challenges: Design and implement solutions with customers. When needed, develop prototypes, scripts, diagnostic tools, configuration changes, and implementation approaches, then validate them in customer environments to demonstrate measurable improvements. Apply solid engineering fundamentals including security, privacy, maintainability and supportability. Validate solution in customer environments to demonstrate measurable improvements.
  • Collaborate with Windows Shell, Performance, Reliability, Update, Drivers, Servicing, Security, 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.
  • Customer Solution Engineer will maintain accountability for the customer outcome.
  • Identify patterns across customer environments and convert findings into reusable diagnostics, troubleshooting methodologies, automation, telemetry insights, and engineering recommendations.
  • Transfer expertise to the team, partners, field, support teams, and product groups so each engagement increases the capability of the broader ecosystem.
  • 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

  • Bachelor's Degree in Computer Science or related technical field AND 6+ years technical engineering experience with coding in languages including, but not limited to, C, C++, C#, Java, JavaScript, or Python.
  • OR equivalent experience.

Skills

Required:Windows performance analysisTelemetry and diagnostics
Nice to have:Automation and toolingCustomer engagementCross-functional collaborationCommunication to executives
Last updated Oct 16, 2026. Interested? Apply on the company site.

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