Frontline Engineering Manager, AI‑Driven Escalations

Omnissa; Atlanta, Northern (GA, KY); 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

Growth opportunities

Job summary

Omnissa, a hybrid role based in Atlanta, GA or Mountain View, CA, is seeking an Engineering Manager to lead the Frontline Engineering team within UEM Engineering. You will guide engineers through complex customer escalations, partnering with Product, Technical Support, and Quality Engineering to improve escalation handling and product quality.

You will drive AI-powered diagnostics, establish escalation processes, and develop metrics to measure impact, while growing talent and aligning

Qualifications

• Proven leadership of software engineers and escalation teams.
• Strong troubleshooting of enterprise software and distributed systems.
• Experience with root-cause analysis and issue resolution.
• Ability to drive AI-driven improvements and automation.

Responsibilities

• Lead a high-performing Frontline Engineering team.
• Own engineering escalations from customers.
• Establish escalation processes and RCA practices.
• Collaborate with Product, Support, and QA to improve product quality.
• Drive AI-assisted escalation triage and diagnostics.

Skills

Engineering leadership

Escalation engineering

Distributed systems

Root cause analysis

AI tooling

Cross-functional collaboration

Education

Bachelor's Degree

Tools

Workspace ONE UEM

Logging tools

Job description

Omnissa, a hybrid role based in Atlanta, GA or Mountain View, CA, is seeking an Engineering Manager to lead the Frontline Engineering team within UEM Engineering. You will guide engineers through complex customer escalations, partnering with Product, Technical Support, and Quality Engineering to improve escalation handling and product quality.

You will drive AI-powered diagnostics, establish escalation processes, and develop metrics to measure impact, while growing talent and aligning