Frontline Engineering Manager — AI-Driven Escalations

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

Benefits offered by this job

Employee ownership

Health insurance

401k with matching

Disability insurance

Paid time off

Growth opportunities

Job summary

Omnissa seeks a Sr. Engineering Manager to lead the Frontline Engineering team responsible for critical customer escalations across the Workspace ONE UEM platform.

You will drive engineering collaboration, implement AI-driven diagnostics, and improve escalation handling to reduce unplanned work and accelerate product quality. You will mentor engineers, shape the frontline strategy, and partner with Product, Support, and Quality teams to translate customer issues into durable engineering

Qualifications

• Experience leading engineers in software/escalation teams.
• Strong ability to analyze production/customer issues and drive resolutions.
• Experience with enterprise software, debugging, release and patch processes.

Responsibilities

• Lead Frontline Engineers to handle high-priority escalations.
• Own escalation engagement and ensure efficient resolution.
• Define processes for escalation intake, prioritization, and RCA.
• Collaborate with Product Eng and Quality Eng to improve test coverage.
• Drive AI-assisted triage, diagnostics, and resolution improvements.
• Define metrics to measure frontline engineering impact.

Skills

Engineering leadership

Distributed systems

Root-cause analysis

AI & automation

Education

Bachelor's Degree or higher

Job description

Omnissa seeks a Sr. Engineering Manager to lead the Frontline Engineering team responsible for critical customer escalations across the Workspace ONE UEM platform.

You will drive engineering collaboration, implement AI-driven diagnostics, and improve escalation handling to reduce unplanned work and accelerate product quality. You will mentor engineers, shape the frontline strategy, and partner with Product, Support, and Quality teams to translate customer issues into durable engineering