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Lead Principal Customer Solution Engineer

Microsoft· Software Engineering
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United Kingdom£93.5k - £161.8kFull-timePosted 4d ago

About the role

Lead Principal Customer Solution Engineer for the Windows Commercial Acceleration Engine (WCAE) within the WECE organization, guiding a geographically distributed team across EMEA to solve Windows technical challenges for strategic enterprise customers while developing a scalable engineering capability.

Responsibilities

  • Hire, develop, coach, and retain a team of customer solution engineers.
  • Create an inclusive, collaborative, and growth-oriented team culture.
  • Establish clear expectations, career development plans, and technical growth opportunities.
  • Support engineers through technical challenges, customer situations, and professional development.
  • Build organizational capability through mentoring, knowledge sharing, and succession planning.
  • Act as an executive escalation point for complex customer situations.
  • Ensure engagement quality, customer satisfaction, and measurable business outcomes across the EMEA portfolio.
  • Guide the team through complex technical investigations involving telemetry, diagnostics, logs, traces, automation, and engineering analysis.
  • Review technical approaches and ensure solutions meet standards for quality, reliability, security, maintainability, and supportability.
  • Foster solid engineering fundamentals, diagnostic rigor, and operational excellence across the team.
  • 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 and diagnostics to identify issues and design improvements.
  • Build and implement technical resolution and modernize device management to resolve install base health challenges; develop prototypes, scripts, tools, and validation approaches in customer environments.
  • Scale successful approaches by creating reusable diagnostics, troubleshooting methodologies, automation, telemetry insights, and engineering recommendations.
  • Create structure to share expertise across teams and partners to elevate overall capability.
  • Build partnerships with Windows engineering teams, specialists, support organizations, account teams, and field leadership.
  • Represent EMEA customer needs in planning discussions; align engagements with organizational objectives and engineering investments.
  • Demonstrate measurable customer outcomes through install base health improvements, validation results, or agreed success measures.
  • Strengthen customer confidence in Windows and its role in 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, risks, decisions, and progress clearly to various stakeholders including executives.
  • Contribute to evolution of the Windows Commercial Acceleration Engine strategy and operating model.

Qualifications

  • Lead Principal Customer Solution Engineer with technical engineering experience coding in C, C++, C#, Java, JavaScript, or Python (or equivalent experience).
  • Microsoft Cloud Background Check required (upon hire/transfer and every two years)

Skills

Required:Technical leadershipCustomer engagementProblem solving / diagnostics
Last updated Oct 23, 2026. Interested? Apply on the company site.

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