Overview

With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.

The Strategic Workload Acceleration Team (SWAT) is a highly technical team that accomplishes three strategic goals:

• Work directly with our most strategic customer projects worldwide to ensure they are successful on the platform
• Ensure our engineering teams fully understand the end-to-end technical details of their services through the eyes of our customers
• Share best practices with the larger Customer Success community worldwide.

The Principal / Senior Software Engineer role in Strategic Workload Acceleration Team (SWAT) will drive architectural and programmatic oversight for strategic initiatives, aligned with Microsoft’s priorities around AI innovation and enhancing platform resiliency. By providing depth of insight for architecture improvement and innovation, this role is critical in planning and driving execution of strategic programs that deliver on CE&S mission and operational goals.

This is a hands-on technical role spanning across design, build, and production deployment on customer projects with a focus on issue resolution to remove customer production blockers.

Candidates are expected to comfortably switch from a whiteboard to hands-on engineering. The position location is in the United Kingdom / Ireland with a need to be in Redmond WA regularly to engage directly with the broader team and Azure engineering teams.

There will be up to 50% travel worldwide as this is a customer facing role expected to work directly with customers on site.

Responsibilities

• Drive innovation in AI and strategic technologies aligned with Microsoft’s priorities: Holds subject matter expertise in other tools inside and outside areas of expertise. Leads identification of internal tools and creation of new tools that will be useful for creating the product, determining if methods are still applicable for the current solution. Focuses on Commercial Success and platform/product adoption. Shares best practices and teaches others about new tools and strategies. Remains current by investing time and effort into staying abreast of current developments.
• Strengthen customer trust through enhanced platform resiliency and security: Partners with appropriate stakeholders (e.g., project manager, technical lead) to determine user requirements for one or more complex scenarios. Leverages a variety of feedback channels to incorporate insights into future designs or solution fixes. Leads incorporation of appropriate continuous feedback loops measuring customer value, usage patterns, and other actionable metrics of value. Determines additional critical metrics. Proactively seeks new knowledge and adapts to new trends, technical solutions, and patterns that will improve the availability, reliability, efficiency, observability, and performance of products while also driving consistency in monitoring and operations at scale and shares knowledge with other engineers.
• Drive strategic partnerships with a focus on customer experience: Partners with CxOs to identify, prioritize, and scope programs/projects to significantly improve customer value for Microsoft and collaboration with engineering and product teams. Leads incorporation of appropriate continuous feedback loops measuring customer value, usage patterns, and other actionable metrics of value. Determines additional critical metrics.