Sr. Engineering Manager, Frontline Engineering

Omnissa•Mountain View, CA

12d•$177,000 - $325,000•Hybrid

About The Position

Omnissa is seeking an experienced Engineering Manager to lead their Frontline Engineering team within UEM Engineering. This team acts as a crucial link between customers, Support, and Product Engineering, taking ownership of complex customer escalations that require in-depth technical investigation. The role involves identifying root causes, driving issues to resolution, and ensuring that learnings from escalations contribute to product quality and engineering practice improvements. The Engineering Manager will be responsible for building and leading a team of skilled technical engineers capable of independently investigating complex issues across the Workspace ONE UEM platform. Collaboration with Product Engineering, Technical Support, Product Management, TPMs, and Quality Engineering is key to enhancing escalation handling and reducing recurring customer issues. A significant aspect of the role involves evolving the Frontline Engineering function through the strategic use of AI, automation, and advanced diagnostics to speed up investigations, minimize manual effort, detect recurring patterns, and transform customer escalations into actionable engineering insights. This leadership position emphasizes technical depth, customer impact, operational excellence, AI-driven innovation, and continuous product enhancement.

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.

Nice To Haves

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.

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.