Senior Customer Experience Engineering Manager
Core
Lead and manage a team of Customer Experience/Lead Engineers to handle high-severity customer incidents, drive operational excellence, and deliver engineering support for strategic customers using AI and automation.
Role type
Senior Customer Experience Engineering Manager (Player-Coach)
Builds
Customer support capabilities, incident response processes, and AI-driven diagnostic tools
Domain
Cloud Security & Customer Experience Engineering
Deliverable
client delivery | production ML models | dashboards & analysis
Required skills
Team leadership and coaching, incident management and escalation, technical troubleshooting, cross-functional partnership, data-driven process improvement, AI/automation application, 24x7x365 on-call readiness
Preferred skills
Master's degree in CS/Engineering, experience with Security Copilot and agentic workflows, industry security certifications (CISSP, CISM, CEH, CompTIA Security+, GIAC)
Technologies
Excel, Kusto, Power BI, AI Insights, Security Copilot
Responsibilities
Hire, onboard, and mentor a regional team of engineers; serve as primary escalation point for high-severity incidents; engage directly with customers on complex technical issues; partner with Product Engineering to influence roadmap based on customer feedback; drive operational metrics and process improvements using data tools; ensure seamless global follow-the-sun collaboration.
Seniority
Senior, hands-on IC with management responsibilities
