Be an early applicantLess than 25 applicants

Company

Microsoft · 20 hours ago

Senior Customer Experience Engineering Manager

Washington, DC

Full-time

Remote

Mid, Senior Level

$117K/yr - $229K/yr

4+ years exp

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Responsibilities

Deliver success through empowering, holding accountable, and inspiring your team by modeling, coaching, and caring:

Model: Exemplify our culture, uphold Microsoft’s values, and live our leadership principles.

Coach: Define clear team objectives, foster collaboration across teams, and support continuous learning and adaptation.

Care: Attract and retain exceptional talent, understand each team member’s unique strengths and aspirations, and invest in their professional growth.

Set a clear team vision and priorities to enable customer success, while creating alignment with broader organizational goals.

Foster a culture of inclusivity where everyone feels empowered and valued, encouraging full engagement and team cohesion.

Continuously develop your team to build and operate scalable, resilient, and maintainable services.

Drive accountability to ensure the team and stakeholders deliver on the Mission Critical promise for Azure customers.

Lead organizational upskilling efforts to equip the team with the skills required to support Mission Critical customer needs effectively.

Lead the team’s comprehensive incident management and daily operations for strategic customers, ensuring responsive, high-quality service.

Define and refine incident management processes for different support offerings, aligning with stakeholders for seamless execution.

Conduct post-incident reviews and root-cause analysis, leveraging insights to drive improvements and prevent recurrence.

Establish and track critical metrics and KPIs for incident response, enhancing customer security posture and operational resilience.

Improve alert quality by reducing false positives and ensuring alerts are precise, relevant, and actionable.

Work with service engineering and platform teams to fine-tune alerting criteria aligned with customer-defined SLOs and SLIs, enabling rapid detection of critical incidents.

Develop standards for alert evaluation to ensure consistency and effectiveness across customer engagements.

Drive automation initiatives to streamline operational workflows, reduce manual effort, and accelerate incident response.

Develop automated solutions for customer onboarding and monitoring setup, enabling scalable and efficient management.

Identify and implement self-healing automation mechanisms to improve system reliability and reduce resolution time.

Oversee customer onboarding to observability solutions, ensuring seamless integration with Azure monitoring systems.

Create clear onboarding procedures and documentation, simplifying customer adoption of SLOs, SLIs, and monitoring frameworks.

Conduct regular onboarding reviews to capture customer feedback and optimize future onboarding experiences.

Collaborate with customers to define Service Level Objectives (SLOs) and Service Level Indicators (SLIs) aligned with their business goals.

Partner with platform and engineering teams to map customer-defined SLOs to platform metrics for accurate issue detection and resolution.

Maintain comprehensive documentation on customer-specific SLOs, SLIs, and monitoring workflows to support consistent and transparent service delivery.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Software Industry ExperienceAzureMonitoring ArchitectureEngineering LeadershipPeople ManagementSLO ImplementationSLI ImplementationObservability PracticesComputer ScienceCustomer Facing ExperienceAWSGCPRelationship Building

Required

Bachelor's Degree in Engineering, Computer Science, or related field AND 4+ year(s) experience in software industry experience related to technology + OR equivalent experience.

The 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.

Preferred

3+ years of customer facing experience.

Master's Degree in Engineering, or related field AND 6+ years of software industry experience related to technology + OR Bachelor's Degree in Engineering, Computer Science, or related field AND 8+ years of software industry experience related to technology + OR equivalent experience.

Demonstrated expertise in designing and implementing monitoring architecture on Azure (or AWS/GCP), with deep understanding of observability practices.

Engineering leadership experience in developing and delivering high-quality products or services.

Minimum of 3 years of people management experience, with a proven track record of building, developing, and leading high-performing teams.

3+ years of experience in architecting observability and monitoring solutions, ideally with practical SLO/SLI implementation.

3+ years of experience in customer-facing roles, with demonstrated customer empathy and relationship-building skills.

Company

Microsoft

Glassdoor

4.3

Microsoft is a software corporation that develops, manufactures, licenses, supports, and sells a range of software products and services.

Founded in 1975

Redmond, Washington, USA

10,001+ employees

https://www.microsoft.com

H1B Sponsorship

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2021 (8174)

2020 (6856)