Technical Lead, Support Engineering

Location: Guadalajara (MX)

Experience Level: Senior

Description

About Accedo

Accedo is a global leader in video experience transformation, trusted by brands like Netflix, Disney, HBO, and NBCUniversal. We help video service providers deliver world-class experiences, improve operational agility, and reach millions of users worldwide.

About the Role

We are looking for a Technical Lead to join our Global Operations & Engineering Team in Guadalajara. You will work on scalable backend systems, client apps, and operational reliability, solving challenging problems and ensuring smooth experiences for millions of users.

Responsibilities:

• Provide technical leadership to developers on support-related tasks/issues
• Manage local and remote developer teams within the region
• Responsible for bug fixes in the production applications and verify resolution
• Feature development, SDK updates, code enhancement, refactoring, and review
• Write unit and integration tests
• Customer discussions, requirements analysis and testing support
• Deploy builds to test and different environments
• Participate in status meetings with team members, and if required, with clients or other stakeholders
• Maintain effective communication and a healthy relationship with internal project leads, team members, manager and clients
• Provides estimates for the tasks
• Work with Accedo cross-functional teams to manage third-line fixes
• End-to-end ticket/issue management, from generation through to closure whenever necessary
• Review fixes from juniors or global engineers
• Coaching and management of junior level, and arranging frequent training and sharing learnings with the group
• Provide proactive suggestions and improvements for clients, process and services
• Develop and update documentation, confluence and SOP for development-related tasks and activities
• Creative and provide proactive suggestions for development tools, processes, documentation, upsells and improvements
• Ongoing documentation of the work being done and knowledge transfer.

Requirements

• Degree in Computer Science, Software Engineering, IT or related discipline
• At least 5 years of professional experience developing applications on multiple platforms
• Expert knowledge of platform-specific language, frameworks and tools
• Has worked as a major contributor on medium-sized projects with minimal supervision
• Excellent knowledge of software development fundamentals (data structures, algorithms)
• Expert with at least one SCM system and related concepts, e.g. Git, Subversion, Bitbucket
• Strong experience integrating open source or 3rd party API’s and Libraries
• Good understanding of development methodologies (Agile/Scrum, Waterfall), testing practices, and tools and knowing when to apply each method to achieve the desired outcomes
• Exposure to Agile, Continuous Integration, and Test Driven Development is a plus
• Strong experience and knowledge of Design and Architectural patterns, and knows when to apply them
• Ability to work independently, with little supervision from the reporting manager
• Must have excellent problem-solving skills and love technical challenges
• Interested and eager to dive into new technology areas and immerse in topics relevant to the business
• Experience in Video and media-based development projects (DRM, OVPs, Advertising, Analytics)
• Ability to mentor developers, technical support engineers and other team members
• Strong customer service and team-minded
• We also expect you to have system/solution architect experience for non-trivial projects. You should know the most common pitfalls and know how to properly design an application (both front-end and server components). Furthermore, you are expected to have good instincts around project planning and estimation, and be a passionate problem solver that can "get the job done"
• Excellent English communication skills (reading, writing and speaking)