Mentor and Educate: Grow the next generation of SWEs through one-on-one mentoring, group education sessions, and collaborative case work. Escalation & Executive Management Manage escalations across Windows teams, ensuring rapid alignment and prioritization for customer‑impacting issues. Improved customer confidence and satisfaction during incidents and service reviews. Customer-Centric Mindset: Relentless focus on customer success and empathy. Technical Leadership: Strong debugging and coding sk…
Responsibilities
Drive Customer Success: Act as a trusted advisor and problem-solver for enterprise customers, ensuring reliability and performance of mission-critical systems. Drive outcomes‑focused escalation management, balancing speed, quality, and customer trust. 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.
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. 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. 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.
Original Posting
This role is sourced from Microsoft. Apply on Microsoft careers page