Lead, AI-Driven Implementation Support

Traffit

Warszawa

Hybrid

PLN 180,000 - 280,000

Full time

5 days ago

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Benefits offered by this job

1000 USD gross bonus

Job summary

Traffit in Warsaw is seeking a hands-on Team Lead to manage the Implementation Support Team. You will lead Technical Support Engineers, drive onboarding, and own workflows, SLAs and dashboards across time zones.

Ideal candidates bring 2–3+ years of leadership in tech support, strong AI-driven automation experience, and excellent English communication. Hybrid role with 3 office days in Warsaw and 10:00–19:00 CEST hours.

Qualifications

2-3+ years managing a team of Technical Support Engineers.
Expertise in creating and running automated workflows and developer tools using AI.
Experience with AI agents and intelligent bots for workflow automation.
Experience with logging/monitoring tools (Datadog, Groundcover, Logz.io) and reading API responses (JSON/XML).
Strong production mindset and ability to work across time zones.
Experience with Git and basic Git workflows.
Proven ability to build processes, manage priorities and drive high-quality execution.
Experience working with Dev / AdOps / Engineering teams.
Excellent English and clear communication.

Responsibilities

Lead, mentor and grow a team of Technical Support Engineers, including hiring, onboarding, goal setting and performance reviews.
Own the team’s workload and priorities, making sure tasks are handled on time and with high quality.
Oversee new client onboarding and day-to-day operations so launches go smoothly and clients keep succeeding.
Be the go-to person for complex escalations. Jump in hands-on to troubleshoot and debug production issues.
Creating and running automated workflows and developer tools using AI.
Leveraging AI agents and intelligent bots for workflow automation.
Oversee platform configurations, including content setup, video player settings and ad integrations, plus QA after launch.
Make sure system performance is monitored across platforms and anomalies are flagged and handled fast.
Build and improve team processes, SOPs and knowledge base. Find ways to automate and work smarter.
Work closely with Dev, AdOps, Product and CS to escalat issues, share customer feedback and align on priorities.
Own reporting and internal dashboards (KPIs, SLAs, ticket trends) to keep cross-functional teams aligned.