Position: Strategic Engineering Lead, SWIFT
Location: Philippines (Remote)
Contract Type: Independent Contractor Agreement
Move Security Forward with Acre
Are 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.
About Acre
At Acre, we're not just building security solutions. We’re empowering security professionals to adapt and thrive in a rapidly changing world. Since 2012, Acre has been at the forefront of innovation in access control, visitor management, and intrusion software, delivering smarter and more adaptable security technologies to organisations worldwide.
Your Impact
Acre is seeking an experienced engineering leader to establish and lead a remote SWIFT Escalation Engineering team focused on resolving complex customer escalations involving product defects through software code fixes, as well as feature implementation outside the broader product roadmap.
The successful contractor will help establish the team's operating structure, technical practices and cross-functional relationships, supporting customer-impacting defects from escalation and investigation through correction, validation, release and customer confirmation.
This role combines strategic technical leadership with hands-on software development and customer escalation management, working closely with Global Technical Support, Research and Development, Quality Assurance, Product Management and Release Management.
What You’ll Do
Establish the SWIFT team operating model, including responsibilities, intake standards, decision paths, delivery routines, documentation and stakeholder communication.
Support the onboarding, technical development and coordination of software development and quality assurance professionals.
Act as the primary technical point of contact for priorities, customer escalations, product defects, delivery risks and cross-functional dependencies.
Lead complex defect investigations, including issue reproduction, root cause analysis, solution architecture, software correction, peer review, testing and release validation.
Remain hands-on with software development and troubleshooting across applications, databases, APIs, integrations, cloud services, infrastructure and deployment environments.
Partner with R&D to ensure defect corrections align with product architecture, engineering standards and release strategy.
Coordinate with Tier 3 Technical Support to ensure escalations include appropriate reproduction steps, logs, diagnostics, environment details, customer impact and validation criteria.
Manage priorities through Jira, balancing customer impact, engineering effort, release risk, dependencies and available capacity.
Provide clear technical and non-technical stakeholder updates during customer-impacting situations.
Improve product reliability through root cause analysis, regression coverage, technical documentation, reusable diagnostics and knowledge transfer.
Identify recurring product and support issues and recommend preventive engineering, process, training and support-readiness improvements.
Facilitate team stand-ups and case reviews to identify priorities, blockers and coverage requirements across global Tier 3 support teams.
Support cross-training, knowledge sharing and skills development to reduce dependency on individual team members.
Provide insight on capacity, resourcing and process risks within the scope of the engagement.
Contribute to operating plans and improvement initiatives that enhance reliability, efficiency and customer outcomes.
Comply with applicable Acre requirements relating to information security, customer data, remote access, documentation, safety and ethical business conduct.
What You’ll Bring A bachelor’s degree in Computer Science, Software Engineering, Electronics Engineering, Information Technology or a related discipline, or equivalent relevant professional…