Principal Engineer – Engineering Service Management (Remote)

Position Overview

• Location Type: [Not Specified]
• Job Type: Full time
• Salary: [Not Specified]

CrowdStrike is a global leader in cybersecurity, protecting people, processes, and technologies that drive modern organizations. Our mission is to stop breaches, and we have redefined modern security with the world's most advanced AI-native platform. We operate on large-scale distributed systems, processing nearly 3 trillion events per day, with 3.44 PB of RAM deployed across our fleet. Our customers span all industries, relying on CrowdStrike to keep their businesses running and communities safe. We are a mission-driven company fostering a culture of flexibility and autonomy, seeking talented individuals with passion, innovation, and a commitment to our customers, community, and each other.

About the Role

We are looking for a Principal Engineer to lead the evolution of Engineering Service Management (ESM) capabilities. This role will focus on creating scalable, resilient, and automated foundational ITSM practices like Incident, Problem, and Change Management. You will drive the development of integrated solutions that empower engineering and SRE teams by embedding Service Management into DevOps workflows, CI/CD pipelines, and AI-driven operational intelligence. This position requires a strategic thinker, technical collaborator, and experienced program leader skilled in engineering execution, Service Management discipline, and platform modernization.

What You'll Do

• Design and deliver engineering Service Management solutions integrated into developer and operations workflows.
• Lead cross-functional programs to modernize Incident, Problem, and Change Management with a focus on automation, speed, and resiliency.
• Partner with Platform Engineering, SRE, and toolchain teams to embed change controls into CI/CD pipelines using infrastructure-as-code and policy-as-code.
• Drive the adoption of AI/ML for proactive detection, root cause analysis, auto-remediation, and intelligent routing.
• Define and track program KPIs for service maturity, velocity, resiliency, and user experience.
• Build and maintain collaborative relationships with engineering, product, and operations leaders.
• Serve as a change agent and coach for Service Management best practices in an Agile, cloud-native, and DevOps-first environment.
• Establish and maintain governance models balancing autonomy with control in federated engineering environments.

Key Focus Areas

• Modern Change Management: Automated risk assessment, progressive deployment controls, and real-time observability across pipelines.
• DevOps Integration: GitOps, chatops, and API-first workflows for effective Service Management.
• AI-Driven Operations: Integrating AI/ML platforms for alert correlation, anomaly detection, and automated ticketing/workflows.
• Platform Engineering Enablement: Building reusable Service Management patterns and tools.
• Resilience Engineering: Aligning problem management and post-incident review with SRE principles and a blameless culture.

What You'll Need

• 8+ years of experience in engineering roles, preferably supporting Service Management or SRE practices.
• Strong understanding of DevOps, CI/CD, SRE, and cloud-native delivery models.
• Experience with ITSM/ESM tools (e.g., ServiceNow, Jira Service Management, PagerDuty, Opsgenie).
• Proven success delivering programs that integrate Service Management with Engineering workflows.
• Familiarity with AI/ML applications in IT operations (e.g., AIOps, observability).