Sr. Customer Engineering Manager

Microsoft • Redmond, WA

4d

About The Position

Lead and grow a diverse team of Customer Engineers; foster an inclusive, high-trust culture and coach for excellence. Serve as the leadership point of accountability for leadership; manage executive-level escalations and ensure timely resolution of critical incidents. Drive engineering-led engagements leveraging agentic AI systems (AI Foundry, Python) to accelerate diagnosis, repair, and case deflection. Collaborate with product managers, researchers, and engineering teams to define technical requirements and deliver innovative solutions. Ensure operational excellence by improving TTM/TTR, RCA compliance, and SLO adherence; use data-driven insights to set OKRs and monitor performance. Influence product engineering roadmaps through the voice of the customer; partner with CSS, PGs, and Field teams to scale learnings and ship repairs. Own the end-to-end lifecycle of strategic initiatives, including planning, execution, and measurement of impact. Evaluate and integrate emerging technologies to enhance platform capabilities and customer experience.

Requirements

• Bachelor's Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND 4+ years experience in technology industry, cloud, technical support, and/or customer experience engineering
• 4+ years of experience in software or cloud engineering, or in supportability-focused engineering roles.
• 4+ years of proven experience hiring, coaching, and developing high‑performing, inclusive engineering teams, with a demonstrated commitment to career growth and team well‑being.
• 2+ years of experience working with cloud platforms (such as Azure), distributed systems, and microservices architectures.
• These requirements include, but are not limited to, the following specialized security screenings
• Master's Degree in Engineering or a related field AND 6+ years of experience in the 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 a related field AND 8+ years of experience in the technology industry, cloud, technical support, and/or customer experience engineering; OR equivalent experience.
• 3+ years of customer‑facing experience.
• 1+ years of people‑management experience.
• 2+ years of experience with Python, C#, and AI/ML concepts, including agentic systems.
• Demonstrated success managing high‑severity incidents, executive escalations, and stakeholder communications.
• Proven ability with operational rigor experience setting OKRs, tracking KPIs, and improving live‑site reliability metrics.

Responsibilities

• Lead and grow a diverse team of Customer Engineers
• Foster an inclusive, high-trust culture and coach for excellence
• Serve as the leadership point of accountability for leadership
• Manage executive-level escalations and ensure timely resolution of critical incidents
• Drive engineering-led engagements leveraging agentic AI systems (AI Foundry, Python) to accelerate diagnosis, repair, and case deflection
• Collaborate with product managers, researchers, and engineering teams to define technical requirements and deliver innovative solutions
• Ensure operational excellence by improving TTM/TTR, RCA compliance, and SLO adherence
• Use data-driven insights to set OKRs and monitor performance
• Influence product engineering roadmaps through the voice of the customer
• Partner with CSS, PGs, and Field teams to scale learnings and ship repairs
• Own the end-to-end lifecycle of strategic initiatives, including planning, execution, and measurement of impact
• Evaluate and integrate emerging technologies to enhance platform capabilities and customer experience

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 5,001-10,000 employees