Senior Customer Experience Engineering Manager

About the role

The Customer Value Creation (CVC) organization is a foundational part of Microsoft Security's mission to make the world a safer place through realizing the power of Agentic Security Solutions. We anticipate and solve customer support needs by amplifying the voice of the customer within engineering and delivering scalable, high-impact solutions.

What you'll do

• Team Leadership & People Management Lead, coach, and develop a team of Customer Experience/Lead Engineers in region — hiring, onboarding, mentoring
• Critical Escalation & Incident Ownership Serve as the primary leadership point of accountability and escalation for high-severity customer incidents. Ensure complex…
• Player-Coach Technical Engagement Model technical excellence by engaging directly with customers on complex issues and demonstrating best practices — balancing hands-on…
• Customer Success & Delivery Excellence Own end-to-end engineering support delivery for an assigned portfolio of strategic customers, ensuring high-impact engagements
• Cross-Team & Product Partnership Partner with Product Engineering, Support

What you need

• 10–18 years in customer support & success
• Escalation handling
• Incident response
• CISSP
• CISM
• CEH
• Intune
• B.Tech or B.E. or B.Sc or BCA or M.Tech or MCA or M.Sc

Good to have

• Customer success
• Performance management
• Root cause analysis
• Power BI