Strategic Engineering Lead

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Lead and establish a remote SWIFT Escalation Engineering team.

• Develop the team's operating model, which includes defining responsibilities, intake standards, decision-making paths, delivery routines, documentation, and communication with stakeholders.

• Facilitate the onboarding, technical growth, and coordination of software development and quality assurance professionals.

• Serve as the primary technical liaison for prioritization, customer escalations, product defects, delivery risks, and cross-functional dependencies.

• Oversee complex defect investigations, including reproduction, root cause analysis, solution architecture, software corrections, peer reviews, testing, and release validation.

• Stay actively involved in software development and troubleshooting across applications, databases, APIs, integrations, cloud services, infrastructure, and deployment environments.

• Collaborate with R&D to ensure defect corrections align with product architecture, engineering standards, and release strategies.

• Coordinate with Tier 3 Technical Support regarding escalation details, diagnostics, customer impact, and validation criteria.

• Manage priorities using Jira, balancing customer impact, engineering efforts, release risks, dependencies, and capacity.

• Provide updates to technical and non-technical stakeholders during situations that affect customers.

• Enhance product reliability through root cause analysis, regression coverage, technical documentation, reusable diagnostics, and knowledge transfer.

• Identify recurring issues and propose improvements in engineering, processes, training, and support readiness.

• Conduct team stand-ups and case reviews across global Tier 3 support teams.

• Promote cross-training, knowledge sharing, and skill development.

• Offer insights on capacity, resourcing, and process-related risks.

• Contribute to operational plans and improvement initiatives aimed at enhancing reliability, efficiency, and customer outcomes.

• Adhere to Acre’s requirements concerning information security, customer data, remote access, documentation, safety, and ethical business practices.

⛳️ Requirements

• Bachelor’s degree in Computer Science, Software Engineering, Electronics Engineering, Information Technology, or a related field, or equivalent relevant professional experience.

• Extensive experience in software engineering, quality assurance, sustaining engineering, production support, technical operations, or customer escalation within an enterprise software setting.

• Strong background in investigating complex software and production issues through troubleshooting, root cause analysis, log reviews, database analysis, API testing, and application diagnostics.

• Practical experience with C#, .NET, Python, PowerShell, Bash, SQL, and REST APIs, or similar technologies.

• Familiarity with containerized, cloud-based, or distributed enterprise applications, including production troubleshooting, deployment validation, or release readiness.

• Experience in coordinating technical efforts across development, QA, infrastructure, operations, support, and other stakeholders.

• Strong technical leadership capabilities, with the ability to set priorities, resolve blockers, and coordinate multidisciplinary technical work.

• Experience managing customer or partner escalations involving software defects, integrations, authentication, databases, infrastructure, or application behavior.

• Excellent communication skills, with the ability to convey technical findings, customer impacts, and delivery risks to both technical and non-technical audiences.

• Ability to effectively collaborate across R&D, QA, Technical Support, Product Management, and Release Management in a remote, global environment.

• Preferred experience in leading or building software engineering, sustaining engineering, QA, DevOps, or advanced technical support teams.

• Preferred background with Microsoft Azure, Azure Kubernetes Service, AWS, Docker, Kubernetes, Helm, GitHub Actions, or Jenkins.

• Preferred knowledge of PostgreSQL, SQL Server, MongoDB, Elasticsearch, identity and authentication services, or event-driven architectures.

• Preferred experience with hotfixes, maintenance releases, controlled deployments, and customer validation processes.

• Preferred understanding of access control, identity management, physical security, intrusion detection, video management, or other enterprise security platforms.

• Preferred familiarity with AI-assisted engineering tools.

🏝️ Benefits

• Remote work from the Philippines.

• Independent Contractor Agreement.

• Remote, global work environment.

• Opportunities for technical development, cross-training, knowledge sharing, and skill enhancement.