Customer Experience Engineering Manager at Microsoft

Redmond, Washington, United States -

Full Time

Start Date

Immediate

Expiry Date

05 Mar, 26

Salary

274800.0

Posted On

05 Dec, 25

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Experience Engineering, Cybersecurity, Crisis Management, Incident Response, Escalation Handling, Technical Support, Data-Driven Decision Making, Team Management, Negotiation Skills, Communication Skills, Microsoft Security Products, Regulatory Compliance, Risk Management, Threat Hunting, Cloud Technologies, Technical Excellence

Industry

Software Development

Description

Overview The Customer Experience Engineering (CxE) team is a foundational part of Microsoft Security’s mission to make the world a safer place. 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 a highly experienced and strategic Principal Security Customer Engineering Manager to lead a team of Customer Lead Engineers (CLEs) within the Security domain. This a unique opportunity to be at the ground level of the Mission critical Services for Security offering and contribute your knowledge, leverage your experience to rapidly mature the operations to grow the program. This role requires a background in cybersecurity, exceptional leadership capabilities, and the technical acumen to model and directly engage with customers when needed. The successful candidate will be responsible for leading a team that is driving customer success, managing escalations, and ensuring the delivery of high-impact engineering engagements. You should have extensive experience in a technical role leading complex and highly visible customer engagements, matured operations, while growing a strong team. Throughout your career, you must have managed situations where stakes were high, exhibited situational leadership, developed excellent negotiation skills, and refined their ability to communicate complex technical information effectively through verbal and written communication. You will have used data-driven decision-making, are comfortable with ambiguity, and demonstrated aptitude for quickly acquiring new skills. Responsibilities Lead and manage a team of Security-focused Customer Lead Engineers, providing coaching, career development, and performance management. Serve as a technical and strategic escalation point for high-severity customer incidents and engagements. Partner with Product Engineering, Support, and Field teams to drive resolution of complex customer issues and influence product improvements. Model technical excellence by engaging directly with customers to resolve critical issues or demonstrate best practices. Drive operational excellence through metrics, process improvements, and readiness initiatives leveraging data from multiple data sources across Excel, Kusto, and PowerBI Represent the voice of the customer in internal forums and contribute to the evolution of Microsoft’s security products and services. Foster a culture of collaboration, accountability, and continuous learning within the team. Qualifications Required/minimum qualifications Bachelor's Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND 6+ years experience in technology industry, cloud, technical support, and/or customer experience engineering OR equivalent experience. 6+ years in a customer-facing, deep technical security-oriented role with demonstrated experience with crisis management, Incident Response, and escalation handling (e.g., Cloud Service Engineer, Technical Account Manager, or Security Engineer). 5+ Years experience using, supporting, or deploying Security product families (e.g. Entra, Defender, Purview, Intune, Sentinel or similar) 5+ years of managing teams with direct reports. Ability to participate in a 24x7x365 on-call rotation. Other Requirements: The 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 Cloud Background Check upon hire/transfer and every two years thereafter. Additional or preferred qualifications Additional or preferred qualifications Master's Degree in Engineering, or related field AND 8+ years experience in technology industry, cloud, technical support, and/or customer experience engineering OR Bachelor's Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND 12+ years experience in technology industry, cloud, technical support, and/or customer experience engineering OR equivalent experience. 3+ years of customer facing experience. 5+ years people management experience. 12+ year experience in deep technical role in IT, Technical Support, Consulting, Program Management or similar roles and hands-on experience with Microsoft Security products 10+ years of customer facing experience. 2+ years of experience with regulatory compliance frameworks, enterprise risk management, incident response or threat hunting Certifications in Microsoft and/or competing Cloud Technologies in Security such as SC-200, SC-300, SC-400, SC-900, SC-100, AZ-500 Industry Certifications: CISSP, CISM, CEH, CompTIA Security+, GIAC (GSEC, GCIA), CrowdStrike CCFA/CCFR Microsoft will accept applications and process offers on an ongoing basis. Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form. Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work. #MSFTSECURITY #CXESECURITY Customer Experience Engineering M5 - The typical base pay range for this role across the U.S. is USD $139,900 - $274,800 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $188,000 - $304,200 per year. Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay 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.

Responsibilities

Lead and manage a team of Security-focused Customer Lead Engineers, ensuring high-impact engineering engagements and customer success. Serve as a technical escalation point for high-severity customer incidents and partner with various teams to resolve complex issues.