Overview

Microsoft’s cloud business is experiencing unprecedented growth. As organizations accelerate their digital transformation, they depend on Microsoft Security cloud services to safeguard data, protect identities, and manage devices at scale.

The Security Care team, part of the Customer Experience Engineering (CxE) organization within Microsoft Security, is dedicated to enhancing the customer support experience. We achieve this by managing complex escalations and driving resolution for critical issues. As our team expands, we are seeking an additional manager who is passionate about delivering exceptional customer support and developing a high-performing team of technically skilled engineers.

In this role, you will lead a geographically distributed team across EMEA and APAC. You thrive in creating clarity amid complexity and are motivated by enabling customer success. If you excel at managing hybrid teams and fostering collaboration across geographies, this opportunity is for you.

The ideal candidate has extensive experience leading complex, high-stakes customer engagements. They’ve demonstrated situational leadership, negotiation skills, and the ability to communicate complex technical information clearly. They use data-driven decision-making, thrive in ambiguity, and quickly acquire new skills.

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

In alignment with our Microsoft values, we are committed to cultivating an inclusive work environment for all employees to positively impact our culture every day.

Responsibilities:

Leadership & People Management: Lead, coach, and develop a geographically distributed team of technically strong engineers (across EMEA/APAC).
Build a motivated, high‑impact team focused on deep technical problem‑solving and high‑quality customer engagement.
Drive clarity, consistency, and accountability across the team.

Customer Escalation Ownership: Oversee the handling of escalations originating from CSS and internal partners.
Ensure strong case hygiene, timely responses, and structured technical investigations.
Engage on complex or critical customer situations, especially those requiring senior technical judgment.

Cross‑Functional Partnership: Partner closely with CSS support organizations to ensure customers receive the right level of help quickly.
Collaborate with product engineering teams to influence product fixes, improve supportability, and advocate for customer needs.
Represent escalations to internal leadership when issues carry significant business risk or customer impact.

Operational Excellence & Continuous Improvement: Drive engineering and support process improvements within CxE and across the broader Microsoft Security organization.
Communicate project risks, escalations, progress, and accomplishments clearly to stakeholders.
Identify trends, root causes, and opportunity areas to improve support tools, processes, and customer experience.

Qualifications:

Bachelor's Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND 6+ years experience in technology industry, cloud, technical support, and/or customer experience engineering OR equivalent experience.
1+ year(s) of customer facing experience.

Deep knowledge of Microsoft Security products (e.g., Entra, Intune, Purview, Defender).
Strong problem-solving skills with ability to look beyond the immediate issue and assess customer impact.

Proven ability to manage critical escalations in high-pressure environments.
Hands-on experience with identity ecosystems and enterprise integrations (e.g., Okta, Microsoft identity stack).

Effective communication and collaboration skills across engineering, support, and customer-facing teams.
Ability to create clarity in complex situations and drive customer success

Master's Degree in Engineering, or related field AND 8+ years experience in 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 related field AND 12+ years experience in technology industry, cloud, technical support, and/or customer experience engineering OR equivalent experience.

3+ years of customer facing experience.

5+ years people management experience.

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.