Senior Customer Experience Engineering Manager

Full Job Description

1. Team Leadership & People Management Lead, coach, and develop a team of Customer Experience/Lead Engineers in region — hiring, onboarding, mentoring, performance management, and career development. Build an inclusive, high-performing team culture rooted in accountability, continuous learning, and integration of AI 2. Critical Escalation & Incident Ownership Serve as the primary leadership point of accountability and escalation for high-severity customer incidents. Ensure complex issues are expedited and investigated with engineering-quality diagnostics, driving improvements in Time to Mitigate (TTM) and RCA quality leveraging AI. 3. Player-Coach Technical Engagement Model technical excellence by engaging directly with customers on complex issues and demonstrating best practices — balancing hands-on delivery with team leadership, consistent with the player-coach model. 4. Customer Success & Delivery Excellence Own end-to-end engineering support delivery for an assigned portfolio of strategic customers, ensuring high-impact engagements, strong customer relationships, and relentless advocacy for customer needs. 5. Cross-Team & Product Partnership Partner with Product Engineering, Support, and Field teams to resolve complex issues and influence product improvements. Represent the voice of the customer in internal forums, surfacing product gaps, misconfigurations, and recurring pain points as customer plan, deploy, and secure AI solutions. 6. Operational Excellence & Data-Driven Insight Drive process improvements, readiness initiatives, and operational metrics using data from Excel, Kusto, Power BI, and AI Insights. Establish standards and best practices that simplify and scale support capability, and foster innovation through AI, automation, and tooling. 7. Regional & Cross-Geo Operations - Ensure seamless follow-the-sun collaboration across geographies to sustain uninterrupted 24x7x365 coverage, including participation in on-call rotation. Build local technical depth and readiness in the India team while aligning to global standards and shared ownership models. Required: Bachelor's degree in Engineering, Computer Science, Information Technology, Data Analytics or Science, Artificial Intelligence, or a related field, and 8+ years of experience in the technology industry, cloud, technical support, cybersecurity consulting, or customer experience engineering; or equivalent experience. 6+neer, Technical Account Manager, or Security Engineer. 4+ years of experience leading or managing highly technical, customer-facing teams i years in a customer-facing, deeply technical security role with demonstrated crisis management, incident response, and escalation handling experience, such as Cloud Service Engin a fast-paced environment. Demonstrated experience applying AI or automation to improve support, service delivery, or engineering outcomes, including practical use of AI assistants and a working understanding of responsible AI practices. Strong communication skills and executive presence, with the ability to engage confidently with senior technical and business decision-maker audiences. Ability to participate in a 24x7x365 on-call rotation. Master's degree or Advanced Degree in Computer Science or Engineering, or equivalent experience, with 10+ years in a deeply technical role in IT, technical support, consulting, or program management. 6+ years of experience leading or managing highly technical, customer-facing teams in a fast-paced environment. Experience with Security Copilot, agentic workflows, or building AI-assisted diagnostics, automation, or knowledge systems for a support or engineering organization. Industry certifications such as CISSP, CISM, CEH, CompTIA Security+, or GIAC (GSEC, GCIA). #MSFTSecurity #MCSSecurity This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled. *

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