Quality System Engineer

Job Description

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 adapts 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.

We are seeking a Quality Systems Engineer / Escalation Support Engineer to serve as the technical bridge between Global Customer Support and Core Engineering. The role focuses on owning complex customer escalations end‑to‑end, ensuring issues are properly analyzed, reproduced, and enriched into engineering‑ready defect reports. It also owns product quality end‑to‑end from test strategy and automation to the full lifecycle of field‑reported issues.

The goal is to improve resolution speed, reduce engineering triage burden, and strengthen product quality through systematic escalation handling and feedback loops.

• Test Strategy & Quality Engineering
  • Design, develop, and maintain test plans, test cases, and automated test suites covering functional, regression, integration, and system‑level scenarios.
  • Own test automation strategy and contribute to frameworks that improve coverage, speed, and reliability across release cycles.
  • Evaluate the product through the lens of usability and supportability—not just correctness—and proactively surface gaps before they reach customers.
  • Participate in design and code reviews to embed quality thinking upstream in the development lifecycle.
  • Track and report on quality health metrics including defect escape rates, test coverage, automation pass rates, and release readiness signals.
  • Contribute to improvements in logging, diagnostics, and system observability that make the product easier to validate and debug.
• Field Issue Investigation & Engineering Triage
  • Act as the engineering first responder for complex, high‑priority issues arriving from the field, owning investigation and triage end‑to‑end.
  • Perform rapid technical analysis using logs, monitoring systems, and production data to assess severity, impact scope, and failure patterns.
  • Conduct deep technical debugging across distributed systems, APIs, services, and code paths to isolate and narrow suspected root causes.
  • Reproduce complex field issues in local or shared environments, ensuring reliable alignment with production behavior.
  • Enrich issue tickets with complete technical context—logs, configurations, network traces, reproduction steps, and system behavior details—so engineering teams can act without additional clarification.
  • Identify duplicate issues and link them to existing defects or known issues to maintain clean, accurate JIRA hygiene.
  • Collaborate with Core Engineering to validate hypotheses and confirm failure points through structured analysis.
  • Validate fixes in patches or releases and ensure proper issue closure including regression verification.
• Systemic Quality Improvement & Feedback Loop
  • Analyze patterns across field issues and incoming customer service requests to identify systemic gaps in test coverage, observability, or product behavior.
  • Translate field intelligence into concrete engineering improvements: new test cases, observability instrumentation, documentation, or product design changes.
  • Participate in retrospectives for significant incidents and ensure findings produce durable improvements— not just one‑time fixes.
  • Partner with TPMs and Engineering leadership to track field issue SLAs and resolution progress across priority tiers.
  • Build and contribute to automation, scripts, and AI‑assisted workflows that reduce repetitive triage work and improve engineering throughput.
  • Set up and maintain development and test environments required for issue reproduction and…