Join Microsoft Security's Customer Value Creation organization to drive the future of Agentic Security Solutions. This role focuses on anticipating customer needs, amplifying their voice within engineering, and delivering scalable, high-impact solutions. We are committed to building trust, resilience, and long-term customer success through diversity, inclusion, and innovation.

This is an exceptional opportunity to lead a team of Customer Lead Engineers in India, specializing in the Security domain. You'll be instrumental in maturing operations and expanding our Mission Critical Services for Security program. The position embraces a player-coach leadership model, requiring both direct customer engagement on complex issues and effective team management, mentorship, and development. Ideal candidates possess a proven track record in leading challenging customer engagements, enhancing operational efficiency, and building high-performing teams. Strong skills in managing high-stakes situations, situational leadership, negotiation, and clear technical communication are essential. A data-driven approach, comfort with ambiguity, and rapid skill acquisition are also key attributes.

Lead, coach, and develop a team of Customer Experience/Lead Engineers, focusing on hiring, onboarding, performance, and career growth. Cultivate an inclusive, high-performing team culture emphasizing accountability and continuous learning.

Serve as the primary escalation point for high-severity customer incidents, ensuring expedited investigation and driving improvements in Time to Mitigate and RCA quality, leveraging AI.

Engage directly with customers on complex issues, demonstrating technical expertise and best practices as part of a player-coach model, balancing hands-on delivery with leadership.

Own end-to-end engineering support delivery for strategic customers, ensuring impactful engagements and advocating for customer needs.

Collaborate with Product Engineering, Support, and Field teams to resolve issues and influence product enhancements, representing the customer's voice in internal forums.

Drive operational improvements and readiness initiatives using data analytics and AI insights, establishing scalable support capabilities and fostering innovation.

Ensure seamless 24x7x365 global collaboration and build local technical depth within the India team, aligning with global standards.

A Bachelor's degree in Engineering, Computer Science, Information Technology, Data Analytics or Science, Artificial Intelligence, or a related field is required, alongside 8+ years of experience in the technology industry, cloud, technical support, cybersecurity consulting, or customer experience engineering.

This includes at least 4 years of experience in a deeply technical security role with demonstrated crisis management and incident response capabilities, and 4+ years managing highly technical, customer-facing teams in a fast-paced environment.

Experience with Microsoft Security product families (Entra, Defender, Purview, Intune, Sentinel) is essential, along with a demonstrated ability to apply AI or automation to enhance support and service delivery outcomes.

Strong communication and executive presence are necessary, enabling confident engagement with senior technical and business decision-makers. Participation in an on-call rotation is also required.

An advanced degree (Master's or equivalent) with 10+ years in a deeply technical role, or 6+ years of leadership experience managing highly technical, customer-facing teams, is preferred. Experience with Security Copilot, agentic workflows, or building AI-assisted diagnostics is a plus. Relevant industry certifications are also beneficial. Candidates must meet Microsoft's security screening requirements.