We are seeking an experienced and hands-on Team Lead to guide and support a high-performing technical support team, focused on delivering 16x7 mobile application support for global customers. The ideal candidate has a strong foundation in iOS development (Swift), JavaScript, and Google Cloud Platform (GCP), and is passionate about leadership, problem-solving, and service excellence.
You will
- Lead and mentor a distributed team of developers and support engineers in Colombia and/or Costa Rica.
- Provide technical leadership and guidance on iOS mobile applications, Swift development, and backend services running on GCP.
- Oversee and ensure 16x7 support coverage, including monitoring schedules, coordinating handovers, and managing escalations.
- Collaborate with global stakeholders to define priorities, resolve incidents, and improve service delivery.
- Participate in incident response, root cause analysis, and post-mortem reviews to drive operational excellence.
- Define and track key performance indicators (KPIs) to maintain high-quality support and service levels.
- Contribute to process improvements and automation strategies to streamline support workflows.
- Provide hands-on support and code-level troubleshooting when necessary.
You have
- Advanced English level (At least B2+)
- 8+ years of experience in software engineering, with a strong focus on iOS development (Swift, UIKit, Xcode).
- Proficiency in JavaScript and familiarity with cross-platform mobile frameworks is a plus.
- Experience working with Google Cloud Platform (GCP) services such as Cloud Functions, Firebase, and Pub/Sub.
- Prior experience in technical support, SRE, or DevOps environment supporting live production systems.
- Demonstrated leadership experience – team management, mentoring, project coordination.
- Strong problem-solving, communication, and organizational skills.
- Ability to work in a rotational or flexible schedule to support 16x7 operations.
- Experience with monitoring and logging tools (e.g., Stackdriver, Datadog, Splunk).
- Exposure to CI/CD tools and mobile app deployment processes.
- Previous work in Agile/Scrum environments.
- Experience working with global, multicultural teams.
What We Offer:
- Maternity and parental leave extra days
- Competitive benefits packages
- Vacation, compassionate leave, sick days, and flex days
- Access to online services for families and new parents
- Diversity and Inclusion Board with 12 affinity groups
- Internal learning and development programs
- Enterprise-wide employee discounts
- And more…
At Critical Mass, we value our employees and offer competitive compensation and benefits packages. If you’re looking for a challenging and rewarding opportunity to make a significant impact on the lives of our employees, we encourage you to apply for this exciting position today!
The Talent Team at Critical Mass is focused on ensuring we provide the best training, onboarding, and employee experience possible! Our new hires & employees are the future of our organization, and we want to set you up for long-term success. In an effort to do so, we expect our team to work from an office a minimum of 3 days a week.
Critical Mass is an equal opportunity employer.
The Critical Mass Talent Acquisition team will only communicate from email addresses that use the URLs criticalmass.com and us.greenhouse-mail.io. We will not use apps such as Facebook Messenger, WhatsApp, or Google Hangouts for communicating with you. We will never ask you to send us money, technology, or anything else to work for our company. If you believe you are the victim of a scam, please review your local government consumer protections guidance and reach out to them directly.
If U.S. based: https://www.consumer.ftc.gov/articles/job-scams#avoid
If Canada based: https://www.canada.ca/en/services/finance/consumer-affairs.html
If U.K. based: https://www.gov.uk/consumer-protection-rights
If Costa Rica based: https://www.consumo.go.cr/educacion_consumidor/consejos_practicos.aspx
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What We Do
Critical Mass is a digital experience design agency with a relentless focus on the customer. Founded in Calgary in 1996, we have steadily expanded into a group of over 950 people working in 11 offices across North America, Europe, Asia, Latin America, and South America.
