Lead Software Engineer

Position Title:  Technical Lead

Job Family: ServiceNow

Location: Remote LATAM

We are seeking a Technical Lead to drive technical decisions and execution for a team automating core logistics workflows. This role combines hands-on software engineering, ServiceNow CSM expertise, and technical leadership to build solutions where people, AI agents, and deterministic automation work together.

What You’ll Do

• Partner with business teams to understand processes and translate them into scalable technical solutions.

• Lead engineers delivering workflow automation across business domains.

• Guide ServiceNow CSM development, including case management, assignment rules, and custom attributes.

• Manage ServiceNow table models, upgrades, environment promotions, and platform capabilities.

• Develop ServiceNow solutions using TypeScript, Fluent, and SDKs.

• Build event-driven workflows using orchestration and durable execution patterns.

• Design workflows combining deterministic automation, AI agents, and human participation.

• Lead integrations between ServiceNow and external systems using APIs and Kafka.

• Help determine which capabilities belong within ServiceNow versus external platforms.

• Establish engineering standards across architecture, testing, CI/CD, observability, and operations.

• Partner with leadership on the technical roadmap and maintain architectural consistency.

• Contribute to backend integrations and frontend development as needed.

Required Experience

• 6+ years of experience as a Software, Data, or ML Engineer.

• Hands-on ServiceNow development, including Customer Service Management (CSM).

• Experience managing large ServiceNow environments and understanding its broader product portfolio.

• Strong TypeScript experience in a team environment.

• Understanding of ServiceNow’s table model, upgrades, and environment promotion.

• Experience leading technical projects and maintaining architectural consistency.

• Foundational knowledge of databases and distributed systems.

Nice to Have

• Experience with Python, Kafka, Postgres, AWS/GCP.

• CIS-CSM certification.

Soft Skills

• Strong technical leadership and commitment to engineering quality.

• Analytical thinking and curiosity.

• Ability to translate business needs into technical solutions.

• Clear communication with business partners, engineers, and leadership.