New 
Security Customer Experience Engineer Manager
 Microsoft | |
 United States, Texas, Irving | |
| 7000 State Highway 161 (Show on map) | |
 Aug 05, 2025 | |
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OverviewWe are the Product Health and Escalation team, within the Security Customer Experience Engineering organization at Microsoft. We are here to deliver exceptional customer experience by leveraging our team's diverse strengths and unwavering commitment to empathy, integrity, and continuous improvement. We advocate and evangelize for our customers within Microsoft, ensuring their product needs are met through escalation management and effective collaboration within engineering and partner teams. By being there when our customers need us the most, and boldly doing the right thing, we retain trust of our customers and empower them to achieve success.About the roleWe are looking for a Security Customer Experience Engineering Manager to join the Product Health and Escalation team. You will be responsible to directly own and resolve critical escalations raised by Microsoft's top Security customers. You will manage a team of Product Engineers who are responsible for handling customer escalation requests via phone, email, or web, representing a 24x7x365 available Microsoft Security Engineering team. As a subject matter expert in Microsoft Entra, you will routinely engage with feature teams, account teams, and senior leadership to manage deeply technical customer issues ensuring accelerated resolution and great customer experience. You will have an opportunity to be at the forefront of emerging technologies, and as you learn and grow you will have opportunities to contribute to the technical growth of your peers.In this role we are seeking individuals who put the customers first, demonstrate empathy, possess communication skills, have a growth mindset, and can maintain deep technical expertise in the Microsoft Entra portfolio of services. Successful candidates will join one of the most customer-connected engineering teams at Microsoft. This is a technical role in a fast-paced team within Security Engineering that involves direct interaction with a varied set of stakeholders within Microsoft, in addition to managing ICs.This candidate should have extensive experience in a technical role leading complex and highly visible customer engagements. Throughout their career, they should 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. They will have used data-driven decision-making, are comfortable with ambiguity, and demonstrated aptitude for quickly acquiring new skills. Embody our culture and values
ResponsibilitiesCustomer Solution Lifecycle Management* 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.* Coaches teams on customer engagement, deployment planning, and identifying improvement areas.Relationship/Experience Management* 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.* Collaborates with leaders to resolve recurring issues and ensure updated troubleshooting resources.* Guides teams in prioritizing roadmaps and achieving resolution goals.Technical-Oriented* 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.* Drives alignment between customer needs and cross-functional teams for large-scale improvements.* Leads technical skill-building programs, readiness strategies, and promotes innovation through trend monitoring and upskilling. | |