Senior Customer Experience Engineering Manager

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. Every engagement is designed to build trust, resilience, and long-term success, guided by a deep commitment to diversity, inclusion, and innovation. We are seeking an experienced Senior Customer Experience Manager, based in India, to lead a team of Customer Lead Engineers within the Security domain. This is an opportunity to join the growing team of our Mission Critical Services for Security program and to bring your experience to bear in rapidly maturing operations and growing the program. The role follows a player-coach leadership model: you will spend meaningful time engaging directly with customers on complex, high-stakes issues while managing, coaching, and developing a team of highly skilled engineers supporting mission-critical Microsoft Security deployments. The ideal candidate has led complex and highly visible customer engagements in a deeply technical role, has matured operations, and has built strong teams. They have managed high-stakes situations, demonstrated situational leadership, developed strong negotiation skills, and can communicate complex technical information clearly in both verbal and written form. They make data-driven decisions, are comfortable with ambiguity, and acquire new skills quickly.

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.

Responsibilities

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.

Qualifications

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.

3+ years using, supporting, or deploying Microsoft Security product families such as Entra, Defender, Purview, Intune, or Sentinel. 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.

Other Requirements:

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 background and Microsoft Cloud background check upon hire/transfer and every two years thereafter.

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.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.