New 
Principal Security Customer Engineering Manager
 Microsoft | |
 United States, Texas, Irving | |
| 7000 State Highway 161 (Show on map) | |
 Jul 22, 2025 | |
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OverviewThe 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.
ResponsibilitiesLead 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 PowerBIRepresent 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. | |