Position: SWIFT Escalation Engineering Team Lead
Location: Ottawa, Ontario, Canada
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. Join us in making the world a safer place — one innovation at a time.
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 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.
Your Impact
The 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. This 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.
The 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.
What You’ll Do Team Stand Up and Operational Leadership
Establish the SWIFT team structure, operating rhythms, roles, responsibilities, decision paths, and working agreements for a remote senior engineering and quality team.
Lead the day to day operation of the team, including work assignment, capacity planning, technical coordination, priority management, risk review, and delivery follow through.
Participate in recruiting, selection, onboarding, and capability development for senior software developers and quality assurance professionals.
Create clear expectations for ownership, responsiveness, engineering quality, documentation, collaboration, and customer focus.
Build an effective remote team culture through regular communication, transparent decisions, shared accountability, and deliberate connection across functions and locations.
Coach team members, support professional growth, address performance or delivery concerns promptly, and maintain a high standard of execution.
Sustaining Engineering and Quality Assurance
Own the operational path for software defects accepted into the SWIFT Escalation Engineering backlog.
Coordinate 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.
Ensure incoming issues include sufficient evidence, reproduction steps, logs, diagnostics, affected versions, environment details, customer impact, and acceptance criteria before engineering work begins.
Partner with senior developers and quality assurance to define investigation approaches, test strategies, regression coverage, and release readiness criteria.
Maintain appropriate engineering, security, quality, and release controls while helping the team respond…