Frontline Engineering Manager: AI-Driven Escalation Lead

Jobtailor; California (MO); On-site; USD 180,000 - 240,000; Full time

Job summary

Jobtailor is seeking a leader to build and guide a high-performing Frontline Engineering team in the US. You will own complex customer escalations, coordinate across product and engineering, and drive RCA, with a strong emphasis on AI and automation to improve triage and resolution.

You will foster engineering depth, mentor engineers, and participate in hiring while implementing scalable escalation processes that minimize customer impact and accelerate repair cycles.

Qualifications

• Proven experience leading engineers in software or escalation engineering
• Strong background troubleshooting enterprise software and distributed systems
• Experience driving root-cause analysis and resolution of production issues
• Familiarity with software development, testing, release, and patching
• Ability to coordinate across multiple teams to drive resolution
• Excellent communication and collaboration skills
• Proven ability to hire, mentor, and grow engineers
• Interest in applying AI/automation to improve efficiency and outcomes

Responsibilities

• Build, lead, and mentor a high-performing Frontline Engineering team
• Own engagement and execution for complex customer escalations
• Serve as frontline interface for Product Engineering to resolve escalations
• Establish escalation intake, prioritization, investigation, ownership and resolution processes
• Collaborate with Product Engineering to identify defects and product gaps
• Drive root-cause analysis practices and document corrective actions
• Translate escalation insights into product and quality improvements
• Improve test coverage and recommend automated/regression testing
• Prioritize fixes based on customer impact and risk
• Promote AI-assisted tools for triage and resolution
• Leverage AI to analyze logs and telemetry for patterns
• Identify recurring failures and quality issues
• Define and track Frontline Engineering effectiveness metrics
• Develop engineers' depth and troubleshooting abilities
• Participate in hiring and growing the Frontline Engineering org

Skills

Team Leadership

Escalation Management

Root-Cause Analysis

AI and Automation Implementation

Software Troubleshooting

Communication

Mentoring

Education

Bachelor's Degree

Tools

Workspace ONE UEM

Endpoint Management Platforms

Automation Tools

Observability Tools

Troubleshooting Tools

Job description

Jobtailor is seeking a leader to build and guide a high-performing Frontline Engineering team in the US. You will own complex customer escalations, coordinate across product and engineering, and drive RCA, with a strong emphasis on AI and automation to improve triage and resolution.

You will foster engineering depth, mentor engineers, and participate in hiring while implementing scalable escalation processes that minimize customer impact and accelerate repair cycles.