Mobile & Cloud Support Technology Lead

2 Months ago • 8 Years +

Job Summary

Job Description

The Mobile & Cloud Support Technology Lead will guide and support a high-performing technical support team, focused on delivering 16x7 mobile application support for global customers. Responsibilities include leading and mentoring a distributed team of developers and support engineers, providing technical leadership on iOS mobile applications and backend services, overseeing 16x7 support coverage, collaborating with global stakeholders, participating in incident response, and contributing to process improvements. The role also involves providing hands-on support and code-level troubleshooting when necessary.
Must have:
  • Advanced English level (At least B2+)
  • 8+ years of software engineering experience, with a strong focus on iOS development
  • Proficiency in JavaScript
  • Experience with Google Cloud Platform (GCP) services
  • Prior experience in technical support, SRE, or DevOps environment
  • Demonstrated leadership experience
  • Strong problem-solving, communication, and organizational skills
  • Ability to work in a rotational or flexible schedule
Good to have:
  • 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
Perks:
  • 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…

Job Details

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. 

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About The Company

Critical Mass is a team of 1,800 inspired folks based in 12 offices around the world, providing full-service digital capabilities for the greatest brands on Earth. Our secret sauce is our uncompromising design standards, our relentless focus on customers, and an ability to put powerful new technologies to work for our clients.


We work with the best—Apple, Nike, Mars Wrigley, Nissan, Diageo, Airbnb, BMW, BNY Mellon, Johnson & Johnson, and many more—brands who strive for connected digital ecosystems and unparalleled experiences. We help them get there by gaining deep insight into their consumers and orchestrating data, AI, design, media, and tech stacks around human stories.


We’re a global agency founded in Canada, but digital is our home. If you know us, then you know we’re a special, quirky place that attracts big talent and tiny egos. (We actually give out a “so f-n nice” award—lots of them). But just because we’re friendly doesn’t mean we’re not a force to be reckoned with. We’re driven. Relentless. And we live our values. We’re Critical Mass, but our friends call us CM. Please call us CM!

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