Sr. Engineering Manager, Frontline Engineering

About this role

Job Description:

We are   Omnissa !       Omnissa is the first AI-driven digital work platform, built to support flexible, secure, work-from anywhere experiences. We integrate industry-leading solutions—including Unified Endpoint Management,   Virtual  Apps   and Desktops, Digital Employee Experience, and Security & Compliance—into a seamless, autonomous workspace that ada p ts to how people work. Our platform boosts employee engagement while   optimizing   IT operations, security, and cost.       Guided by our Core Values— Act in Alignment, Build Trust, Foster Inclusiveness, Drive Efficiency, and Maximize Customer Value — we’re   growing rapidly and committed to delivering meaningful impact. If   you're   passionate about shaping the future of work,   we’d   love to hear from you.  

At   Omnissa , we are committed to   maintaining   a fair, consistent, and secure hiring process for all candidates. As part of this approach, we use standard interview and verification practices designed to ensure alignment and protect both candidates and the organization. These practices are applied thoughtfully and with respect   for   candidate privacy.  

What is the opportunity?

We are looking for an experienced Engineering Manager to lead our   Frontline Engineering   team within UEM Engineering.   This team serves as a critical bridge between customers, Support, and Product Engineering. The team takes ownership of complex and high-impact customer escalations that require deep technical investigation, helping   identify   root causes, drive issues toward resolution, and ensure that learnings from escalations translate into improvements in product quality and engineering practices.   As the Engineering Manager, you will build and lead a team of strong technical engineers who can independently investigate complex issues across the Workspace ONE UEM platform. You will partner closely with Product Engineering, Technical Support, Product Management, TPMs, and Quality Engineering to improve escalation handling and reduce recurring customer issues.   You will also help evolve the Frontline Engineering function by   leveraging   AI, automation, and improved diagnostics to accelerate investigations, reduce manual effort,   identify   recurring patterns, and turn customer escalations into actionable engineering insights.   This is an engineering leadership role with a strong focus on technical depth, customer impact, operational excellence, AI-driven innovation, and continuous product improvement.  

What   You’ll   Do

• 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 so development teams experience less unplanned, interrupt-driven work and can focus on planned roadmap execution.  

• Establish clear processes for   escalation   intake, prioritization, investigation, ownership, and resolution.  

• Partner closely with Product Engineering teams to troubleshoot complex issues and   identify   defects, regressions, configuration issues, and product gaps.  

• Drive strong RCA practices, including clear documentation of root causes, contributing factors, corrective actions, and preventive measures.  

• Identify   patterns and trends across customer escalations and translate those insights into product and quality improvements.  

• Partner with Quality Engineering and development teams to   identify   gaps in test coverage and recommend   additional   automated or regression testing based on real-world customer issues.  

• Help prioritize fixes and patch candidates based on customer impact, severity, risk, and technical analysis.  

• Drive the adoption of AI-assisted tools to improve   escalation   triage, troubleshooting, root-cause analysis, and resolution time.  

• Identify   opportunities to use AI to analyze logs, telemetry, historical escalations, and known issues to accelerate technical investigations.  

• Leverage AI and automation to identify recurring failure patterns and proactively surface potential product quality issues.  

• Define and track metrics that measure the effectiveness of the Frontline Engineering function, including escalation volume, resolution time, recurring issues across customers, and reduction in Product Engineering time spent on escalations.  

• Develop engineers’ technical depth and their ability to independently troubleshoot complex distributed systems and enterprise environments.  

• Participate in hiring and growing the Frontline Engineering organization as the function expands.  

What will you bring to Omnissa?

• Proven experience leading engineers in software engineering, escalation engineering, sustaining engineering, or a similar technical organization.  

• Strong technical background with   experience   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 when issues span multiple components or ownership boundaries.  

• Strong analytical and problem-solving skills, with the ability to   identify   patterns across   seemingly unrelated   customer issues.  

• Experience using logs, telemetry, diagnostics, APIs, databases, and other troubleshooting tools to investigate complex technical problems.  

• Ability to balance customer urgency with engineering priorities and long-term product quality.  

• Excellent communication and collaboration skills, including the ability to communicate technical issues clearly to engineering leaders and cross-functional stakeholders.  

• Demonstrated ability to hire, mentor, develop, and grow en

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