LEAD Software Engineer-Integration & Automation (HYBRID)
About the role
Grow Your Skills, Grow Your Potential
About Our Team
Our IT Support Engineering team is focused on transforming how enterprise technology support is delivered. We partner across product, engineering, operations, and support teams to build modern support experiences that are efficient, intuitive, and scalable. We combine software engineering, automation, AI, and user-centered design to improve how people access help—whether through live support, self-service, chat, voice, or mobile solutions.
Our mission is to:
Elevate the user experience through data-informed, customer-centered support solutions
Automate with intention by balancing AI, self-service, and human interaction
Deliver quality at every level through reliable platforms, strong engineering practices, and continuous improvement
Responsibilities
Role Overview
As a Lead Software Engineer, you will help shape the future of enterprise IT support by leading delivery across a connected ecosystem of support platforms, including ServiceNow, Amazon Connect, chatbot and virtual agent technologies, and mobile applications.
- Lead end-to-end delivery of enterprise support solutions, from ideation and proof of concept through deployment, support, and enhancement
- Drive technical design, code quality, and Agile/DevOps delivery practices across multiple platforms and teams
- Partner with architects, UX designers, product stakeholders, platform owners, and external partners to deliver integrated, user-centered solutions
- Influence engineering standards, technical direction, and delivery execution across cross-functional teams
- Oversee solution reliability, quality, observability, and operational support
- Mentor engineers and promote best practices in software development, collaboration, and continuous improvement
- Advance innovation in chatbot experiences, AI/Generative AI, workflow automation, and support platform modernization
Qualifications
- 5+ Years Of Experience: Proficiency in one or more modern programming languages such as JavaScript, TypeScript, Java, or Python
- Experience with ServiceNow, or strong web application development experience with the ability and willingness to learn the platform
- Experience building and supporting APIs, integrations, and enterprise applications
- Strong troubleshooting skills and experience resolving complex technical issues
- Strong communication skills and the ability to collaborate effectively across technical and business teams
Preferred Experience
- With ServiceNow development, workflows, portals, or Virtual Agent
- Full-stack development experience with modern frameworks such as React or Node.js
- Familiarity with AWS, CI/CD, observability tools, and automation practices
- Understanding of IT service management (ITSM) and support operations
- Interest in applying AI and Generative AI to improve engineering and support experiences
Benefits
- Potential starting salary range: $107,000 - $145,000--based on skills, background, and experience
- Potential yearly incentive pay up to 15% of base salary
- Healthcare benefits including most of the healthcare premium paid by State Farm
- Wellness programs including vision, dental, telemedicine, 24/7 mental health professionals, and more
- Training and development opportunities including industry-leading training programs, tuition assistance, employee resource groups, and mentoring
- Financial planning and support including savings accounts, financial coaching, and financial advisors
- Time off policies including up to 20 days annually, parental leave, paid holidays, celebration day, life leave, bereavement leave, and community service/education support days
- Community involvement and giving opportunities including matching gift program, grant program, and employee assistance fund
- Retirement planning including free financial advisors and a 401(k) plan with company contributions of up to 7% of your salary