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Senior Customer Experience Engineering Manager

Microsoft· Customer Experience Engineering
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Bangalore$0Full-timePosted 1mo ago

About the role

Senior leader to guide a team of Customer Lead Engineers within the Security domain, delivering mission-critical Microsoft Security deployments, balancing direct customer engagement with team leadership in a player-coach model.

Responsibilities

  • Lead, coach, and develop a regional team of Customer Experience/Lead Engineers — hiring, onboarding, mentoring, performance management, and career development; foster an inclusive, high-performing culture with AI integration.
  • Serve as the primary leadership point of accountability and escalation for high-severity customer incidents; drive improvements in Time to Mitigate (TTM) and RCA quality leveraging AI.
  • Engage directly with customers on complex issues while demonstrating technical excellence and guiding the team (player-coach model).
  • Own end-to-end engineering support delivery for a portfolio of strategic customers, ensuring high-impact engagements and strong customer relationships.
  • Partner with Product Engineering, Support, and Field teams to resolve complex issues and surface customer feedback for product improvements.
  • Drive process improvements, readiness initiatives, and operational metrics using data from Excel, Kusto, Power BI, and AI Insights; establish standards to scale support, fostering AI-driven innovation.
  • Ensure seamless follow-the-sun collaboration across geographies, participate in on-call rotation, and build local technical depth in India while aligning to global standards.

Qualifications

  • Bachelor's degree in Engineering, Computer Science, IT, Data Analytics or related field, and 8+ years of experience in technology, cloud, technical support, cybersecurity consulting, or customer experience engineering; or equivalent experience.
  • 6+ years as Technical Account Manager, Security Engineer, or similar.
  • 4+ years leading or managing highly technical, customer-facing teams in a fast-paced environment.
  • 3+ years using/supporting/deploying Microsoft Security product families (Entra, Defender, Purview, Intune, Sentinel); experience applying AI/automation to improve support or engineering outcomes; strong communication and executive presence; able to participate in a 24x7x365 on-call rotation.
  • Master's degree or advanced degree in CS or Engineering, or equivalent experience, with 10+ years in deeply technical IT roles; security certifications (e.g., CISSP, CISM, CEH, CompTIA Security+, GIAC) preferred.

Skills

Required:Team leadership & people managementIncident management & escalationTechnical engagement (player-coach)Customer success & deliveryCross-team collaborationData-driven decision makingOn-call readiness

Benefits

  • Not specified in the description.
Last updated Sep 17, 2026. Interested? Apply on the company site.

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