Sr. Engineering Manager, Frontline Engineering

About the role

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.

Responsibilities

• 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.

Requirements

• 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 engineers.
• Strong interest in applying AI and automation to improve engineering efficiency, troubleshooting, and customer outcomes.

Qualifications

• Bachelor's Degree preferred, or equivalent combination of education and relevant professional experience.

Skills

• Experience with enterprise mobility management, endpoint management, device management, SaaS platforms, or large-scale enterprise software.
• Experience with Workspace ONE UEM or similar endpoint management platforms is a strong plus.
• Experience working with geographically distributed engineering and support organizations.
• Experience with automation, observability, diagnostics, and engineering productivity tools.
• Experience using customer escalation data to influence engineering priorities, test strategy, and product quality.

Benefits

• Competitive compensation, including a typical base salary between USD $177,000 - 325,000 per year and eligibility for a corporate bonus program.
• A variety of benefits such as employee ownership, health insurance, 401k with matching contributions, disability insurance, paid-time off, growth opportunities, and more.

Pay

The typical base salary for this role is between USD $177,000 - 325,000 per year and it may be eligible for participation in a corporate bonus program. Actual compensation offer may vary from posted hiring range based upon geographic location, work experience, education, skill level, or other relevant factors.

Schedule

This role is available on a hybrid schedule.

Location

Location Type: hybrid

Travel Expectations

None

Education

Bachelor's Degree preferred, or equivalent combination of education and relevant professional experience.

Company Information

• Omnissa is an Equal Employment Opportunity company and Prohibits Discrimination and Harassment of Any Kind.
• Omnissa welcomes applicants of all ages.
• Omnissa will provide reasonable accommodations to applicants and employees who have protected disabilities consistent with applicable federal, state and local law.
• This job requisition is not eligible for employment-based immigration sponsorship by Omnissa.