Security Customer Experience Engineer Manager

Job Description

The Security Customer Experience Engineering Manager at Microsoft will be responsible for directly owning and resolving critical escalations raised by Microsoft's top Security customers. The role involves managing a team of Product Engineers handling customer escalation requests and engaging with feature teams, account teams, and senior leadership to ensure accelerated resolution and great customer experience.

Requirements

• Bachelor's Degree in Computer Science, Engineering, Data Science, Math, Business, or related field AND 4+ years experience in engineering, product/technical program management, data analysis, or product development OR equivalent experience
• 3+ years of customer-facing experience
• 1+ year(s) of people management experience or experience as a functional lead
• 2+ years of escalation management experience with security related products (i.e Intune, Entra, Purview, or similar)

Responsibilities

• Guides escalation processes for customer issues and leads customer resolution meetings
• Develops teams to run environment health checks and support software updates/deployments
• Leads creation and use of tools/code for deployments; coaches teams in showcasing features
• Ensures reporting, metric tracking, and streamlining of deployment processes
• Advocates for high-priority customers in enterprise and product discussions
• Advises on customer engagement models and business plans
• Leads partnerships across teams to resolve customer issues and define clear responsibilities
• Coaches teams in using engineering tools and telemetry to identify product issues
• Ensures customer issues are tracked, communicated, and investigated effectively
• Synthesizes feedback to influence product/service strategies and feature development

Benefits

• Industry leading healthcare
• Educational resources
• Discounts on products and services
• Savings and investments
• Maternity and paternity leave
• Generous time away
• Giving programs
• Opportunities to network and connect