{"id":3889178,"url":"https://alion.io/job/acre-security-swift-escalation-engineering-team-lead-acre-security","title":"SWIFT Escalation Engineering Team Lead - Acre Security","company":{"id":2105468,"name":"Acre Security","domain":"acresecurity.com","url":"https://alion.io/company/acresecurity","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"JazzHR","truth_index":null},"role":"Leadership","role_family":"Leadership","seniority":"lead","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Ottawa, Canada"],"countries":["CA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Agile","optional":false},{"name":"Jira","optional":false},{"name":"Azure","optional":true},{"name":"C#","optional":true},{"name":"Docker","optional":true},{"name":"GitHub Actions","optional":true},{"name":"Jenkins","optional":true},{"name":"Kubernetes","optional":true},{"name":"Python","optional":true},{"name":"Rest API","optional":true},{"name":"Scrum","optional":true},{"name":"SQL","optional":true}],"status":"live","first_seen_at":"2026-11-06T20:38:25Z","employer_posted_date":"2026-11-06","last_verified_at":"2026-11-14T18:21:38Z","board_verified":true,"closed_at":null,"days_open":7,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":7},"description":"Position: SWIFT Escalation Engineering Team Lead Location: Ottawa, Ontario, Canada\nMove Security Forward with AcreAre you passionate about transforming the future of security? Do you thrive in a collaborative, innovative environment where your contributions drive real impact? If so, Acre Security is the place for you. Join us in making the world a safer place - one innovation at a time.\nAbout Acre\nAt Acre, we're not just building security solutions - we’re empowering security professionals to adapt and thrive in a rapidly changing world. Since our inception in 2012, Acre has been at the forefront of innovation in access control, visitor management, and intrusion software. Our solutions are trusted by organizations in over 25 countries, delivering smarter, more adaptable, and easier-to-use security technologies that protect what matters most.\nYour Impact\nThe SWIFT Escalation Engineering Team Lead will stand up, build, and lead the day to day operations of a new remote team of senior advanced software development and quality assurance professionals based in Ottawa, Canada. The team will provide a dedicated sustaining engineering path for complex customer escalations and software defects that require engineering investigation, code correction, validation, controlled release, and integration into the main product line. \nThis role combines hands on team leadership, sustaining engineering operations, quality ownership, and delivery management. The Team Lead will be the primary point of contact for the SWIFT team and will connect Tier 3 Technical Support, Software Engineering, Quality Assurance, Product Management, Release Management, and Research and Development so that urgent customer issues move through a clear, accountable, and technically sound resolution process.\nThe successful candidate will create the operating model, establish team standards and delivery routines, recruit and onboard capability as required, manage daily execution, and develop a culture that values urgency, engineering discipline, collaboration, and long-term product reliability. Experience performing Agile Delivery Lead responsibilities is a significant advantage.\nWhat You’ll Do\nTeam Stand Up and Operational Leadership\nEstablish the SWIFT team structure, operating rhythms, roles, responsibilities, decision paths, and working agreements for a remote senior engineering and quality team. \nLead the day to day operation of the team, including work assignment, capacity planning, technical coordination, priority management, risk review, and delivery follow through. \nParticipate in recruiting, selection, onboarding, and capability development for senior software developers and quality assurance professionals. \nCreate clear expectations for ownership, responsiveness, engineering quality, documentation, collaboration, and customer focus. \nBuild an effective remote team culture through regular communication, transparent decisions, shared accountability, and deliberate connection across functions and locations. \nCoach team members, support professional growth, address performance or delivery concerns promptly, and maintain a high standard of execution. \nSustaining Engineering and Quality Assurance\nOwn the operational path for software defects accepted into the SWIFT Escalation Engineering backlog. \nCoordinate work from Tier 3 escalation intake and technical qualification through investigation, code correction, peer review, quality validation, release approval, customer validation, closure, and mainline integration. \nEnsure incoming issues include sufficient evidence, reproduction steps, logs, diagnostics, affected versions, environment details, customer impact, and acceptance criteria before engineering work begins. \nPartner with senior developers and quality assurance to define investigation approaches, test strategies, regression coverage, and release readiness criteria. \nMaintain appropriate engineering, security, quality, and release controls while helping the team respond with urgency to high impact customer situations. \nEnsure fixes are documented, traceable, validated against the reported condition, and considered for broader product impact before release. \nPromote root cause analysis, defect prevention, test automation, reusable diagnostics, and knowledge transfer into Technical Support and the broader engineering organization. \nAgile Delivery and Execution\nOwn the SWIFT Jira planning structure, including Epics, Stories, Bugs, Tasks, priorities, dependencies, acceptance criteria, assignments, and delivery status. \nEstablish and facilitate backlog refinement, sprint planning, daily stand ups, technical reviews, release readiness reviews, sprint demonstrations, and retrospectives. \nMaintain a clear, prioritized backlog using customer impact, severity, reproducibility, contractual considerations, engineering effort, release risk, and available capacity. \nPartner with developers and quality assurance to estimate work, evaluate capacity, and establish achievable delivery commitments. \nIdentify and remove organizational, technical, process, communication, and dependency barriers that slow customer resolution. \nMaintain visibility of delivery risks, unresolved technical decisions, resource constraints, and dependencies that may affect customer outcomes or release quality. \nProvide reliable status, decision, and risk visibility to Global Technical Support, Product Management, Research and Development, and other stakeholders. \nCross Functional Leadership and Primary Point of Contact\nServe as the main point of contact for SWIFT team operations, priorities, delivery status, risks, and cross functional coordination.\nCreate a strong working interface with Tier 3 Technical Support so customer escalations are qualified, prioritized, and communicated consistently. \nCoordinate with Product Management and Research and Development on product ownership, technical direction, fix strategy, release path, and mainline integration. \nFacilitate timely decisions when ownership, priority, scope, or release risk is unclear. \nTranslate complex technical status into clear, factual updates for technical and nontechnical stakeholders without overcommitting the team. \nProtect customer continuity by ensuring handoffs, ownership, and next actions remain clear throughout the resolution lifecycle. \nContinuous Improvement and Governance\nDefine and monitor practical operating measures for backlog health, delivery predictability, engineering throughput, escaped defects, validation quality, aging, and customer resolution progress. \nUse retrospectives, root cause findings, and delivery data to improve intake quality, engineering methods, test coverage, release practices, and stakeholder communication. \nMaintain team documentation, workflow standards, decision records, technical knowledge, and reusable operating procedures. \nIdentify recurring product or support patterns and ensure insights are routed to the appropriate Product, Engineering, Quality, and Support owners. \nBalance urgent customer recovery with sustainable engineering practices and long term product stability. \nWhat You'll BringTo succeed in this role, you'll need:\nBachelor’s degree in Computer Science, Software Engineering, Information Technology, Engineering, or a related field, or equivalent practical experience. \nExperience leading or building a software engineering, sustaining engineering, escalation engineering, or quality assurance team in an enterprise software environment. \nExperience managing senior technical professionals in a remote or distributed team model. \nStrong understanding of the software development lifecycle, defect investigation, source control, peer review, testing, release management, and production support. \nProven ability to coordinate complex customer impacting software issues across Support, Engineering, Quality Assurance, Product, and Release stakeholders. \nExperience using Jira to manage software delivery work, priorities, dependencies, defects, and status. \nStrong written and verbal communication skills with the ability to explain technical conditions, risk, and delivery status to technical and nontechnical audiences. \nDemonstrated leadership in prioritization, conflict resolution, risk mitigation, obstacle removal, and decision facilitation. \nAbility to work effectively from Ottawa, Ontario, while leading a remote team and collaborating across global time zones. \nPreferred QualificationsExperience serving as an Agile Delivery Lead, Scrum Master, Engineering Manager, Technical Program Lead, or similar software delivery role. \nCertified ScrumMaster, Professional Scrum Master, PMI Agile Certified Practitioner, or comparable Agile delivery credential. \nHands on software engineering background with one or more of the following: C#, Python, SQL, Flutter, MongoDB, RESTful APIs, webhooks, or event driven integrations. \nExperience with cloud platforms such as Microsoft Azure or Amazon Web Services and delivery tooling such as GitHub Actions, Jenkins, Docker, or Kubernetes. \nExperience establishing quality practices, automated testing, regression strategies, release gates, and defect prevention methods. \nExperience with access control, identity, physical security, or other software used in security critical customer environments. \nExperience supporting hotfix, maintenance release, and mainline integration workflows across multiple product versions. \nWhat’s in It for YouWe strive to do more than just match your ambitions - when you join Acre, you’ll have access to a range of exciting opportunities:\nBe part of a disruptor - Help move security forward with a company that challenges the status quo and redefines industry standards.\nLearn from industry leaders - Work alongside experts and innovators driving real change in security technology.\nDrive meaningful impact - Your work will directly contribute to pioneering security technologies that protect businesses and communities worldwide.\nAdvance your career - Access professional development opportunities, including training programs, mentorship, and industry events.\nEnjoy competitive rewards - We offer a competitive compensation package, performance-based incentives, and a comprehensive benefits program that reflects your contributions.\nJoin the Future of Security\nAt Acre, we’re moving security forward. If you're ready to make an impact in a fast-moving, innovative industry, we’d love to hear from you.\nAcre is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.\n#LI-MR1\nData Privacy Statement\nWe process personal data submitted in connection with your application for recruitment purposes in accordance with applicable data protection laws. Applicant data will generally be retained for up to 12 months from the date of last activity unless otherwise required by law or where consent has been provided for future opportunities. 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