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

Full Job Description

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. Deliver measurable customer and business outcomes. 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. These requirements include but are not limited to the following specialized security screenings: Experience working directly with enterprise customers to understand complex technical environments, diagnose problems and identify root cause, and implement or validate solutions. Broad understanding of customer deployments across Windows, Intune and Security to serve as a baseline of understanding and operating in customer environments. Experience diagnosing Windows performance, reliability, startup, sign-in, battery, resource utilization, application responsiveness, or device health issues. Experience using Windows Performance Analyzer (WPA), WPR, ProcMon, ETW tracing, Event Viewer, crash dumps, hang dumps, Reliability Monitor, or similar diagnostic technologies. Experience building automation, diagnostic tooling, scripts, prototypes, or technical investigations. 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.