Engineering Manager, Frontline | AI-Driven Escalations

Omnissa, LLC; Atlanta (GA); Hybrid; USD 177,000 - 325,000; Full time

Benefits offered by this job

Employee ownership

Health insurance

401k with matching contributions

Disability insurance

Paid time off

Job summary

Omnissa, LLC is seeking an Engineering Manager to lead the Frontline Engineering team within UEM Engineering. You will bridge customers, Support, and Product Engineering, owning complex escalations and driving investigations with deep technical analysis.

You will collaborate across functions to evolve frontline practices with AI, automation, and improved diagnostics, accelerating investigations and improving product quality and engineering excellence.

Qualifications

• Experience leading engineers in software/escalation teams or similar org.
• Strong technical background with enterprise software and distributed systems.
• Experience driving root-cause analysis and resolution.

Responsibilities

• Build and lead a high-performing Frontline Engineering team.
• Own engineering engagement for complex, high-priority escalations.
• Establish escalation intake, prioritization, investigation, ownership and resolution processes.
• Partner with Product Engineering to troubleshoot issues and identify defects.

Skills

Engineering leadership

Escalation engineering

Distributed systems

Troubleshooting

Communication

AI/automation interest

Education

Bachelor's degree

Tools

Workspace ONE UEM

Observability tools

AI-assisted tooling

Job description

Omnissa, LLC is seeking an Engineering Manager to lead the Frontline Engineering team within UEM Engineering. You will bridge customers, Support, and Product Engineering, owning complex escalations and driving investigations with deep technical analysis.

You will collaborate across functions to evolve frontline practices with AI, automation, and improved diagnostics, accelerating investigations and improving product quality and engineering excellence.