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Atlanta, Georgia, United States
Hybrid
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.
What is the opportunity?
We are seeking an Engineering Escalation (ESC) Support Engineer to serve as the technical bridge between Global Customer Support and Core Engineering. This role focuses on owning complex customer escalations end-to-end, ensuring issues are properly analyzed, reproduced, and enriched into engineering-ready defect reports. The goal is to improve resolution speed, reduce engineering triage burden, and strengthen product quality through systematic escalation handling and feedback loops.
We are seeking a Quality Systems Engineer to own product quality end-to-end from test strategy and automation to the full lifecycle of field-reported issues that reach engineering. This is a core engineering role, not a support function. It sits at the intersection of proactive quality ownership and reactive field intelligence, treating every real-world issue as a signal that strengthens the system.
Quality Systems Engineers design and build the test gates that keeps the product reliable. They also serve as the engineering first responder when complex, high-priority issues arrive from the field — investigating, reproducing, and distilling them into precise, engineering-ready work items. Critically, the patterns they uncover flow back into test coverage, observability improvements, and product design, closing the loop between what customers experience and what engineering builds next.
This role owns metrics across two dimensions: the health of the product as measured through traditional quality indicators, and the health of the field feedback pipeline as measured through incoming service request volume, field issue triage velocity, and the rate at which systemic issues are eliminated. Both dimensions matter equally.
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 (e.g., Logz.io: Modern Observability Powered by AI ), 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 validation workflows
Recommend and implement improvements to system observability, UX signals, and diagnostics that reduce future field issue volume
Required Qualifications
Strong software engineering foundation with the ability to read, debug, and reason across distributed systems and microservices
Hands-on experience in software quality engineering, including test design, test automation, and defect lifecycle management
Experience investigating production systems using logs, monitoring tools, and observability platforms
Solid understanding of APIs, client-server architectures, and modern distributed systems
Strong analytical and structured problem-solving ability for ambiguous, high-priority issues
Excellent written and verbal communication skills for cross-functional work with Engineering, TPMs, and product stakeholders
Preferred Qualifications
Experience in enterprise device management (UEM) domains such as Apple, Android, Windows, or similar platforms
Familiarity with AI-assisted engineering tools (Cursor, Claude, Rovo, or equivalent)
Background in sustaining engineering, field engineering, or production systems engineering
Experience building or owning test automation frameworks or developer productivity tooling
Familiarity with observability platforms and structured log analysis
Key Performance Indicators (KPIs)
Field Health & Issue Pipeline
Volume and trend of incoming customer service requests over time
Volume and trend of field issues routed to engineering for investigation
Time to first technical assessment of field issues
SLA compliance for high-priority field issues
Successful reproduction rate of customer-reported issues
Time to identify root cause or failure domain
Percentage of issues fully enriched and ready for engineering action without follow-up
Number of recurring issue patterns eliminated through systemic improvements
Product Quality
Defect escape rate and regression rate across releases
Test automation coverage and pass rate
Reduction in duplicate defects and improved JIRA hygiene
Contributions to logging, observability, or test coverage that measurably reduce field issue volume
Release readiness signal accuracy — how well pre-release quality metrics predict post-release stability
Location: Atlanta, GA
Location Type: hybrid
Travel Expectations: None
Education: Bachelor's Degree preferred, or equivalent combination of education and relevant professional experience.
Compensation: The typical base salary for this role is between USD $118,800 – $160,000 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. In addition to competitive compensation, Omnissa offers a variety of benefits such as employee ownership, health insurance, 401k with matching contributions, disability insurance, paid-time off, growth opportunities, and more.
Omnissa is an Equal Employment Opportunity company and Prohibits Discrimination and Harassment of Any Kind:
Omnissa is committed to the principle of equal employment opportunity and to providing a work environment free of discrimination and harassment. All employment decisions at Omnissa are based on business needs, job requirements and individual qualifications, without regard to race, color, religion, ancestry, ethnicity, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past, present, or prospective service in the uniformed services, family medical history or genetic information, family or parental status, veteran status, or any other status protected by applicable laws or regulations in the locations where we operate. Omnissa will not tolerate discrimination or harassment based on any of these characteristics. 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.