Sr. Engineering Manager, Frontline Engineering

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 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. 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.

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.

• 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,…