Senior Engineering Manager, Frontline Engineering

Jobtailor

California (MO)

On-site

USD 180,000 - 240,000

Full time

14 days+

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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

Build, lead, mentor, and develop a high-performing team of Frontline Engineers
Own engineering engagement and execution for complex, high-priority customer escalations
Act as the frontline layer for Product Engineering, absorbing and resolving escalations
Establish processes for escalation intake, prioritization, investigation, ownership, and resolution
Partner with Product Engineering to troubleshoot issues and identify defects, regressions, configuration issues, and product gaps
Drive root-cause analysis practices and document causes, contributing factors, corrective actions, and preventive measures
Identify escalation patterns and translate insights into product and quality improvements
Partner with Quality Engineering and development teams to improve test coverage and recommend automated or regression testing
Help prioritize fixes and patch candidates based on customer impact, severity, risk, and technical analysis
Drive adoption of AI-assisted tools for escalation triage, troubleshooting, root-cause analysis, and resolution
Use AI to analyze logs, telemetry, historical escalations, and known issues
Leverage AI and automation to identify recurring failure patterns and potential product quality issues
Define and track Frontline Engineering effectiveness metrics
Develop engineers' technical depth and troubleshooting abilities
Participate in hiring and growing the Frontline Engineering organization

Requirements

Proven experience leading engineers in software engineering, escalation engineering, sustaining engineering, or a similar technical organization
Strong technical background troubleshooting complex enterprise software and distributed systems
Experience investigating production or customer-reported issues and driving them through root-cause analysis and resolution
Strong understanding of software development, testing, debugging, release, and patching processes
Ability to work across engineering teams and drive resolution across multiple components or ownership boundaries
Strong analytical and problem-solving skills
Experience using logs, telemetry, diagnostics, APIs, databases, and other troubleshooting tools
Ability to balance customer urgency with engineering priorities and long-term product quality
Excellent communication and collaboration skills
Demonstrated ability to hire, mentor, develop, and grow engineers
Strong interest in applying AI and automation to improve engineering efficiency, troubleshooting, and customer outcomes
Experience with enterprise mobility management, endpoint management, device management, SaaS platforms, or large-scale enterprise software preferred
Experience with Workspace ONE UEM or similar endpoint management platforms preferred
Experience working with geographically distributed engineering and support organizations preferred
Experience with automation, observability, diagnostics, and engineering productivity tools preferred
Experience using customer escalation data to influence engineering priorities, test strategy, and product quality preferred
Bachelor's Degree preferred, or equivalent combination of education and relevant professional experience
Must be eligible to work without employment-based immigration sponsorship by Omnissa

Core Competencies

Demonstrates strong leadership in building and mentoring high-performing engineering teams while driving effective resolution of complex customer escalations. Proficient in utilizing AI and automation to enhance troubleshooting processes and improve product quality.

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