Principal Security CE Eng Mgr

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The Microsoft Security organization’s mission of making the world a safer place has never been more important. As threats become more frequent and sophisticated, we drive improvements into our security products that keep our customers, apps and their devices safe. The Microsoft Security Customer Experience Engineering (CxE) Team anticipates, amplifies, and systemically solves customer needs, to make the world a safer place for all. It does this by ensuring our product teams, such as Microsoft Entra, Microsoft Intune, Microsoft Defender, and Microsoft Purview are always on the front lines with customers, taking accountability for the end-to-end Microsoft Security customer experience, and that customers have what they need to be successful leveraging our Security suite of products.
The CxE Security Care team has an Intune Product Health and Escalation team focussed on providing customers with great experience using the Intune service and the best possible support experience.

We are looking for an experienced manager who is passionate about customers, driven by the development of their team and enabling them for success and able to model successful impact. You will be technically strong and able to troubleshoot complex customer issues, handle difficult situations and distill clarity from ambiguity. You will appreciate the benefits of building a diverse and inclusive team.

#MSFTSECURITY #CXESECURITY

• 8+ years of direct customer engagement experience, either in an engineering role with a strong customer focus, or a field role with a strong technical focus
  
• B.S./B.A. Degree in Computer Science, Engineering, or related field or equivalent experience.
• Excellent written and verbal communication skills
  
• Excellent technical and functional design skills, with demonstrated ability to learn new technology quickly
  
• Production system experience with Windows 11, Mobile Device Management and/or Autopilot based deployments.
  
• Experience with iOS and Android devices and operating systems
  
• Ability to deal with the ambiguity associated with working in a fast paced and changing environment.
  
• Excellent written and oral communication skills
  
• Familiarity with the Software Development Life Cycle (SDLC) in a faced paced, agile environment
  
• Leadership: sound problem resolution, judgment, negotiating and decision making skills
  
• 3+ years’ experience leading supportability and troubleshooting the availability of applications, properties, systems, networks, and servers for high availability enterprise systems
• 5+ years of people leadership experience
• Demonstrated passion for data driven decision making
• Strong critical thinking and problem-solving skills with a bias towards leading through example
• Passion in creating and sustaining a diverse and inclusive culture where individual and teams can do their best work and unlock their potential.
• Willingness to travel (domestic and international) – up to 10% travel is required

Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings:

Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.

• Lead and nurture a strong, motivated, and successful team of SMEs driving increased business impact
• Develop a deep understanding of customer needs and challenges for Microsoft Security products.
• Partner with the CSS support organization to drive successful outcomes for customers, develop improvement projects and maintain good case hygiene practice
• Communicate clearly about projects, risks, and accomplishments on behalf of the team.
• Promote product and support experience improvements across the engineering teams.
• Drive process improvements within the team and the larger organization as a whole
• Partner with the software engineering and production support teams to resolve issues