Overview:

Join an organization at the forefront of the next tech industry transformation and help enable the success of Microsoft solutions for commercial and enterprise customers. As a Principal Software Engineer Manager, you will be a technical leader solving complex problems for some of the world’s largest companies and innovative startups.

What You’ll Do

• Lead Technical Problem-Solving: Resolve technically complex issues across diverse Microsoft products.
• Mentor and Educate: Grow the next generation of SWEs through one-on-one mentoring, group education sessions, and collaborative case work.
• Collaborate with Experts: Work directly with Program Managers and Developers who design and build Microsoft products.
• Drive Customer Success: Act as a trusted advisor and problem-solver for enterprise customers, ensuring reliability and performance of mission-critical systems.

What We’re Looking For

• Customer-Centric Mindset: Relentless focus on customer success and empathy.
• Technical Leadership: Strong debugging and coding skills, adept at root cause analysis across complex code bases.
• Collaboration & Growth: Ability to mentor peers and foster a learning culture.
• Challenger Mindset: Comfortable taking risks and thinking creatively to overcome technical challenges.

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:

Escalation & Executive Management

• Manage escalations across Windows teams, ensuring rapid alignment and prioritization for customer‑impacting issues.
• Serve as the interface between customer leadership and Microsoft engineering leadership during critical escalations.
• Drive outcomes‑focused escalation management, balancing speed, quality, and customer trust.

Operational Excellence & Continuous Improvement

• Establish and enforce consistent triage, escalation, and engagement processes for Engineering Direct workloads.
• Analyze incident trends to identify gaps, operational risks, and improvement opportunities.
• Enable teams to operate with increasing independence by building strong technical ownership and escalation discipline.

Success Measures

• Timely and effective resolution of Engineering Direct incidents and escalations.
• High‑quality RCA and PIR outcomes leading to measurable service improvements.
• Improved customer confidence and satisfaction during incidents and service reviews.
• Reduction in repeat incidents through identification and remediation of systemic issues.

Qualifications:

Required 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.
• Strong technical expertise in Windows platform technologies and enterprise support scenarios.
• Proven experience leading incident management, escalations, and engineering engagement in high‑severity environments.
• Demonstrated ability to drive cross‑team collaboration with engineering, product, and support organizations.
• Excellent communication skills with the ability to engage customers and executives confidently during critical situations.
• Experience working in engineering‑led support models such as Windows Engineering Direct or similar premium support offerings.

Preferred Qualifications:

• Master's Degree in Computer Science or related technical field AND 8+ years technical engineering experience with coding in languages including, but not limited to, C, C++, C#, Java, JavaScript, or Python.OR Bachelor's Degree in Computer Science or related technical field AND 12+ years technical engineering experience with coding in languages including, but not limited to, C, C++, C#, Java, JavaScript, or Python.
• OR equivalent experience.
• 4+ years people management experience.
• Background in Root Cause Analysis, Post‑Incident Reviews, and service reliability improvement initiatives.
• Strong customer engagement and stakeholder management experience in enterprise or mission‑critical environments.

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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.