Job Description
This job is with Microsoft, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly. Overview The Amplify Intelligence team, a vital part of the Customer Success Engineering (CSE) organization, is dedicated to integrating empathy and intelligence to assist customers in their moments of need and to foster a customer-driven culture. Our mission involves not only responding to customer needs articulated through support channels but also providing proactive support during unarticulated moments by anticipating their requirements through near real-time actionable insights based on customer signals. We pride ourselves on a supportive team culture that values deep engagement with customers, continuous learning, flexibility, and empowerment. We are in search of an accomplished Principal Engineering Manager to spearhead the development and oversight of copilot-enabled support experiences for M365 products. We are committed to pursuing ambitious ideas that drive transformative progress in customer support. Our efforts encompass both consumer and business domains and span internet-scale online services, the Windows operating system, and mobile devices. With a strong focus on responsible technology, we strive to deliver state-of-the-art support characterized by high precision and optimal resolution times. Our team members possess profound technical expertise, an engineering fundamentals-oriented mindset, valuable customer insights, and a distinct perspective shaped by extensive hands-on and large-scale experience. In this role, you will engage with cutting-edge technology, confront diverse challenges, and drive innovation that influences businesses and individuals globally. You will also have the opportunity to collaborate with a highly interactive and enjoyable team in a rapidly evolving learning environment. 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. Qualifications Required Qualifications: Bachelor's Degree in Computer Science, or related technical discipline AND technical engineering experience with coding in languages including, but not limited to, C, C++, C#, Java, JavaScript, or PythonOR equivalent experience. Experiences in designing, analyzing, and troubleshooting distributed systems. Experiences in managing a team of engineers by setting clear expectations, keeping team members energized, and delivering results. Industry software engineering experiences, including delivering highly available cloud-based services and platforms. People management experience. Other Requirements: Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter. Preferred Qualifications: Bachelor's Degree in Computer Science OR related technical field AND technical engineering experience with coding in languages including, but not limited to, C, C++, C#, Java, JavaScript, or PythonOR Master's Degree in Computer Science or related technical field AND technical engineering experience with coding in languages including, but not limited to, C, C++, C#, Java, JavaScript, or Python OR equivalent experience. People management experience. Prior hands-on development experience including leading architecture for large scale system (storage, cloud computing) designing, and writing code, experience in coding in C++ or C. Passionate about customer satisfaction, engineering excellence, and innovation with deep technical expertise in storage, big data, data management, or related domains. Experience building applications on the Azure platform. Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form . Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work. #CSE Responsibilities Build, retain, and lead our Dublin engineering team to build intelligent support experiences for Microsoft products. Guides partnership with appropriate stakeholders (e.g., project manager, technical lead) to determine user requirements within and across teams. Guides teams and leads identification of dependencies and the development of design documents for a product, application, service, or platform. Researches and does not hesitate to dive deeper into technical issues to bring clarity to the team as needed. Optimizes, debugs, refactors, and reuses code to improve performance and maintainability, effectiveness, and return on investment (ROI). Lead and coaches others to review code of a product to assure it meets the team's and Microsoft's quality standards, is reliable and accurate, and is appropriate for the scale of the product/solution. Guides team and acts as an professional for Designated Responsible Individual (DRI) and monitors other engineers across product lines, working on call to monitor system/product/service for degradation, downtime, or interruptions. Leads product development and scaling to customer requirements and applies practices for meeting scaling needs and performance expectations and holds accountability for products that do not meet expectations. Guides team and leads efforts to collect, classify, and analyze complex data and analyses on a range of metrics (e.g., health of the system, where bugs might be occurring). Leads the refinement of products through data analytics and makes informed decisions in engineering products through data integration. #LI-DNI