Senior Customer Experience Engineering Manager
Microsoft (company site, opens in a new tab)8+ yrsBengaluruOn-siteDirect career pageEst. 35–60 LPA
Posted on 10 Sept
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Job description
Structured overview of role & requirements
About This Role
- Lead and develop a team of Customer Lead Engineers in the Security domain, including hiring, mentoring, and performance management.
- Own critical escalation and incident resolution for high-severity security customer issues, improving Time to Mitigate and Root Cause Analysis quality using AI.
- Engage directly with customers on complex technical issues while managing team delivery and collaborate with product engineering and field teams to influence product improvements.
Minimum Requirements
- Bachelor's degree in Engineering, Computer Science, IT, Data Analytics/Science, AI or related field.
- 8+ years in technology industry roles including cloud, technical support, cybersecurity consulting, or customer experience engineering.
- 4+ years leading or managing highly technical, customer-facing teams in fast-paced environments.
- Experience with Microsoft Security products (Entra, Defender, Purview, Intune, Sentinel), crisis management, incident response, and 24x7x365 on-call rotation participation required.
Ideal Candidate Profile
- Senior technical leader experienced in managing large, customer-facing engineering teams focused on security products.
- Proven ability in high-stakes incident escalation and resolution with strong negotiation and communication skills.
- Experience applying AI or automation to improve support and engineering outcomes and familiarity with security industry certifications (CISSP, CISM, CEH, etc.).