Principal Customer Experience Engineering Manager - Windows Cloud Experience Team

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The Windows Cloud Experience (WCX) Engineering Support-as-a-Feature Team engages with our customers and our support partners to ensure that we deliver top-notch customer experiences, and that supportability is an integral part of the product engineering lifecycle.

We are a team focused on learning from deep technical engagement with external customers and support engineers to improve Windows 365 and Azure Virtual Desktop; thus, accelerating adoption of Windows in the cloud! Our business is complex and requires a high degree of operational and execution excellence.

We're seeking a Principal Customer Experience Engineering Manager who is customer-obsessed and a proven technical leader who can support the personal and career growth of their team. In this role, you will be part of the larger Customer Experience Engineering (CXE) org that engages across support, community, and partner aspects of customers’ journey with our products.

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.

Required Qualifications

• Bachelor's Degree in Engineering, Computer Science, Information technology (IT) or related field AND 6+ year(s) experience working in technology industry customer-facing roles such as product, cloud, or technical support, and/or customer experience engineering, etc.
  • OR equivalent experience
• 2+ years’ experience installing, configuring, or supporting enterprise-scale Windows 365, Azure Virtual Desktop, or other desktop virtualization and Desktop-as-a-Service environments.
• 2+ years' people management experience.
• 1+ years' experience leading a customer facing team.

Other Requirements

Candidates must be able to meet Microsoft, customer and/or government security screening requirements that 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.

Preferred Qualifications

• Bachelor's Degree in Engineering, Computer Science, Information technology (IT) or related field AND 12+ years experience working in technology industry customer-facing roles such as product, cloud, or technical support, and/or customer experience engineering, etc.
  
  • OR Master's Degree in Engineering, Computer Science, Information technology (IT) or related field AND 8+ years experience working in technology industry customer-facing roles such as product, cloud, or technical support, and/or customer experience engineering, etc.
  • OR equivalent experience.
• 5+ years people management experience.
• 6+ experience in client-side technical support roles with demonstrated software, OS, hardware, and networking troubleshooting skills.
• Production support experience with Windows 10, Windows 11, as well as iOS and Android operating systems. Experience supporting Mobile Device Management solutions with these platforms in production environments is highly desirable.
• Broad technical awareness across the Microsoft 365 stack. Product knowledge of any of the following is helpful: Intune, Entra Identity/AAD, Windows client, Office 365, Microsoft 365, and related technologies.
• Demonstrated customer obsession and experience working directly with customers and engaging at a variety of levels within their organization (IT administrators to IT leaders).

Customer Experience Engineering M5 - The typical base pay range for this role across the U.S. is USD $137,600 - $267,000 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $180,400 - $294,000 per year.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay

Microsoft will accept applications for the role until June 15, 2025.

#W+DJobs

• Lead work across multiple teams within the organization to coordinate the team’s engagement in complex customer and support issues, driving improvements in product and process at a global level.
• Partner with feature team leaders to review architecture/design and provide feedback and guidance as it relates to customer experience, customer impact, and support delivery.
• Support the team in engaging directly with strategic customers to help them solve technical problems or alert them to potential issues while helping them understand the capabilities of Windows 365 and Azure Virtual Desktop so they can operationalize the support of those services.
• Prioritize and manage the team’s delivery of training and readiness materials around upcoming features and changes to support teams including delivering telemetry, troubleshooting guides, best practices insights, and diagnostics data in a secure way to help them handle customer support cases.
• Coordinate escalation issue handling for all customer-reported incidents and work to reduce escalation workload for engineering feature teams, acting as an executive-level point of contact for customer escalations.
• Manage, Coach, Care: As a CXE manager you will handle building a team of high performing Customer Experience Engineers who engage directly with customers and product teams to shape the future of Microsoft products. Your role will be to guide, coach and support the team to maximize their impact and support their career growth. You’ll also be asked to continue to foster a team culture of diversity and inclusion that respects diverse experiences and backgrounds to shape our perspectives on customer and product. This includes understanding, embodying, and advocating Microsoft’s culture and values across the team.