Implementation Support Team Lead

📍 Hybrid in Warsaw (3 office days), from 10:00 AM to 7:00 PM CEST We’re looking for a hands-on, tech-savvy Team Lead to manage the Implementation Support Team. You’ll lead a team of Technical Support Engineers who support customers and work closely with other operations teams (Customer Success, Technical Customer Success and Demand relationships). The team handles operational, data-driven, and configuration-based tasks. Your goal is to make sure the clients get excellent service by building smart processes, setting the bar for quality, and making sure technical work is done right.

What You’ll Do

• 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 escalate issues, share customer feedback and align on priorities.
• Own reporting and internal dashboards (KPIs, SLAs, ticket trends) to keep cross-functional teams aligned.

What We’re Looking For

• 2-3+ years of experience managing a team of Technical Support Engineers (or a similar tech support / implementation team).
• Strong technical background: hands-on JavaScript with real debugging ability (DevTools), plus solid CSS and HTML.
• Expertise in creating and running automated workflows and developer tools using AI.
• Experience in leveraging AI agents and intelligent bots for workflow automation.
• Experience with logging/monitoring tools (Datadog, Groundcover, Logz.io or similar): searching logs, tracing issues and finding errors.
• Strong production and troubleshooting mindset. Comfortable in production environments and reading API responses (JSON and XML).
• 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. Strong ownership and comfortable working across time zones.

Advantages

• Ad-tech or video background.
• Multicultural/American-team experience.
• Technical degree or QA automation.

Apply now and let’s talk about how you can contribute to the Implementation Support Team!