Frontline Engineering Manager: AI-Driven Escalations Lead

Omnissa; Mountain View (CA); Hybrid; USD 177,000 - 325,000; Full time

Benefits offered by this job

Employee ownership

401k with matching contributions

Disability insurance

Paid time off

Growth opportunities

Job summary

Omnissa is seeking an Engineering Manager to lead the Frontline Engineering team for UEM. You will supervise a high-caliber group that handles critical customer escalations, investigates complex issues, and drives improvements across product quality and engineering practices.

You will collaborate with Product Engineering, Support, and PMs to accelerate investigations using AI, automation, and improved diagnostics, while growing the team and advancing engineering depth in a hybrid environment.

Qualifications

• Experience leading engineers in software engineering, escalation engineering, sustaining engineering, or similar.
• Strong technical background with enterprise software and distributed systems.
• Experience investigating production or customer-reported issues and driving root-cause analysis and resolution.
• Understanding of software development, testing, debugging, release, and patching processes.
• Ability to work across engineering teams and drive resolution when issues span multiple components.
• Strong analytical and problem-solving skills to identify patterns across issues.
• Experience using logs, telemetry, diagnostics, APIs, databases, and other troubleshooting tools.
• Balance customer urgency with engineering priorities and long-term quality.
• Attention to applying AI/automation to improve efficiency, troubleshooting, and outcomes.

Responsibilities

• Build, lead, mentor, and develop a high-performing Frontline Engineering team.
• Own engineering engagement for complex, high-priority escalations.
• Act as frontline layer for Product Engineering to reduce unplanned work.
• Establish processes for escalation intake, prioritization, investigation, ownership, and resolution.
• Partner with Product Engineering to troubleshoot issues and identify defects.
• Drive RCA practices with clear documentation and preventive actions.
• Identify patterns across escalations to drive product and quality improvements.
• Collaborate with QA to expand test coverage and automate testing.
• Prioritize fixes based on impact, severity, and risk.
• Adopt AI-assisted tools to improve escalation triage and resolution time.
• Use AI to analyze logs and telemetry for faster investigations.
• Define metrics to measure Frontline Engineering effectiveness.

Skills

Leadership

Technical depth

Escalation engineering

Troubleshooting

Cross-functional work

AI & automation

Root-cause analysis

Distributed systems

Communication

Hiring & mentoring

Education

Bachelor's degree

Job description

Omnissa is seeking an Engineering Manager to lead the Frontline Engineering team for UEM. You will supervise a high-caliber group that handles critical customer escalations, investigates complex issues, and drives improvements across product quality and engineering practices.

You will collaborate with Product Engineering, Support, and PMs to accelerate investigations using AI, automation, and improved diagnostics, while growing the team and advancing engineering depth in a hybrid environment.