Sr. Engineering Manager, Frontline Engineering

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 engineers. 

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

Preferred Qualifications 

• 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.