Technical Team Lead


SMG is an experience management provider that offers a software with a service (SwaS) solution to help brands improve customer + employee experiences.

Job Description

The Technical Team Lead plays a critical role in the success of SMG. This individual is an integral part of the “SMG Product team”, which includes Engineering, Product Management, UX, and Data Science. Members from across these disciplines are assembled into small squads that collaborate to discover and deliver product capabilities that our customers love and work for SMG’s business.

The Technical Team Lead brings deep software engineering expertise and exceptional communication skills to their squad, leading the discovery and refinement of feasible software solutions to the highest impact opportunities.

Also, the Tech Team Leader manages, leads, mentors, and guides a small team of engineers to deliver the solutions discovered.

In this position, we are looking for extraordinarily strong technical and communication skills, in addition to the ability to manage and grow people on the team.

✅ Primary Responsibilities:

  • Tech Lead in cross-functional collaborative squad of Product Management, Engineering, as well as UX Design, and Data Science as needed.
  • You will be assigned to one of these three areas;
  1. Ratings and Reviews product lane of the SMG product portfolio, both for the current platform as well as the new CX platform under development.
  2. Case Management + Recovery product lane – building user-facing tools and services for managing and responding to customer problems
  3. Retention Data Pipelines + Integrations – owning and improving data pipelines and integrations across our current production system
  • Most skilled in evaluating technical feasibility from a software engineering perspective

  • Owns together with the quartet as a team customer value, business viability, usability, and tech feasibility of the work to deliver.

  • Manage / Lead / Mentor a small delivery team of engineers aligned to the product lane

  • Oversee Delivery + Process of work of the delivery team

  • Determine when to operate in an experiment, scale, or optimization engineering approach at the team level

  • Provide status updates to leadership + other teams

  • Ensure compliance requirements are met.

  • Engage with the delivery of code personally 20-50% of the overall time.

  • Accountable for working with team + enterprise architect to create the technical design for the team’s work and participating in the review of other team’s technical designs.

  • Ensure solutions align with the company’s technology strategy and overall vision.

  • Coordinate with DevOps to create and support the operation of necessary infrastructure through environments to deliver the work

  • Act as a triage point for the code the team owns

  • Manage and participate in on-call rotations for when DevOps needs help from engineering to resolve production incidents

  • Establish and share best practices at the team level where needed, and leverage best practices shared by other teams as defaults.

  • Stay current on industry trends and emerging technologies, proactively identifying opportunities to innovate and improve our products and processes.

✅ Qualifications 

The role of Technical Team Lead has the following qualifications:

  • Excellent communication skills.

  • 1+ years of demonstrated experience in collaboration with Product Management and User Experience.

  • Experience collaborating with Data Science or in a Data Science / ML Engineering / Data Engineering role is a plus.

  • Demonstrated expertise in software engineering, at or above a Senior Software Engineer level.

  • 5+ years’ experience in software engineering (8+ preferred)

  • 1+ years’ experience as a senior software engineer (3+ preferred)

  • 2+ years of demonstrated experience mentoring other engineers

  • Previous experience managing direct reports is a big plus

  • Demonstrated experience engaging with customer-first product development (Product minded engineering)

  • Experience with outcome-oriented ways of working a plus (e.g., shape up, OKRs, etc.)

✅ Nice to have  

  • Experience working in SaaS

  • Experience working on products in the CX category

  • Knowledge of data analytics, machine learning, or AI technologies.

✅ Skills  

  • Fluent in English both spoken and written.

  • Deep background in back-end software engineering, and adequate background in front-end software engineering including single-page application frameworks

  • Developing Software against cloud platforms in a microservice architecture.

  • Technical design inclusive of common architecture patterns and quality, reliability, scalability, security, and privacy.

  • Following and iterating agile processes.

✅ Tech Stack  

  • Back end (.Net Core C# strongly preferred, open to JVM language experience)

  • Front end (Angular preferred, React and Vue also good)

  • Cloud (Azure preferred, AWS and GCP also good)

  • Containerization (Docker or equivalent)

  • Bonus: building code using modern data warehouses (Databricks preferred, Snowflake, Redshift, Bigquery, Azure Synapse also good)

✅Why apply 

  • Be a key decision-maker in the business – high autonomy

  • Fully Remote, permanent, full-time

  • Unlimited PTO

  • 14 weeks of parental leave

  • Equal opportunities employer – we celebrate diversity

✅ The Company 

SMG is a leading experience management (XM) provider, accelerating revenue for restaurants, retailers, and other location-centric consumer businesses by changing how brands act on customer + employee insights. With a rich 30-year history rooted in The Service Profit Chain, SMG is the industry’s only software with a service (SwaS) provider—uniquely pairing an enterprise software platform with professional services to help brands generate new revenue, grow existing revenue, reduce detractors, and drive operational efficiencies. To learn more about our customer, employee, and brand experience management (XM) solutions, visit

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