About SysAid

SysAid is a global leader in AI-powered IT Service Management (ITSM), transforming the way organizations deliver IT services. Our smart, automated platforms help thousands of companies worldwide work faster and smarter, simplifying complex tasks so IT teams can focus on what matters most. We're passionate about innovation, scalability, and building products that push the boundaries of what's possible with AI.

About The Team

The AI & Connect team is at the heart of SysAid's innovation engine - a team of 7 developers working across two strategic domains:

• AI Core - Driving new AI capabilities into the platform, staying ahead of the rapidly evolving AI landscape, and ensuring our product remains at the cutting edge with features powered by LLMs, RAG, and semantic search.
• Connect - Building and maintaining the integration backbone of the platform: Workato-based integrations, webhook infrastructure, and the API layer that connects SysAid to the world.
  
  

This is a high-impact team that touches both the intelligence and the connectivity of the product.

About The Role

We need an experienced Team Lead who has managed developers before and knows how to get things done. You'll own the delivery and day-to-day leadership of a 7-person team working across two demanding domains - AI and Connect.

Beyond managing the team, you'll be expected to lead the vision. That means staying ahead of the AI curve, identifying where the product should go next, and actively pushing for innovation - not waiting to be told. The team works with LLMs, RAG pipelines, integration infrastructure, and APIs. You need to own the technical design decisions, set the architectural direction, and ensure the team is building things the right way - not just on time.

You'll report directly to the Director of the Growth Group and work closely with Product, Architecture, and peer engineering leads.

What You'll Do

• Lead and Develop Your Team - Manage a team of 7 developers across the AI and Connect domains. Run 1:1s, set clear goals, support growth, and create a culture of ownership and accountability.
• Drive Delivery - Own the team's roadmap execution. Ensure features are designed well, delivered on time, and meet a high-quality bar.
• Own the Architecture - Lead system and feature design end-to-end. Define the architectural approach, review technical designs, and make sure the team builds solutions that are scalable, maintainable, and aligned with the platform's direction.
• Champion AI Innovation - Stay sharp on the latest in LLMs, RAG, and AI tooling. Help the team identify opportunities to push the product forward and maintain our competitive edge.
• Collaborate Cross-Functionally - Work closely with Product Managers, other TLs, and stakeholders to align priorities and turn vision into execution.
• Raise the Bar - Establish and enforce engineering best practices: code quality, automated testing, CI/CD, and microservices design principles.
• Recruit When Needed - Participate in hiring as team needs evolve, and help onboard new team members effectively.
  
  

What We're Looking For:

Must-Have:

• 4+ years of experience in a Team Lead or engineering management role, with a track record of leading developers and delivering production systems
• Strong hands-on background in Node.js and backend development
• Solid understanding of LLM/AI integrations (e.g., OpenAI APIs, prompt engineering, AI-driven features)
• Experience with microservices and event-driven architecture at scale
• Strong architectural background - you can design complex systems and lead technical decisions, not just review them
• No hands-on feature implementation expected, but deep enough technical knowledge to own the design layer
• Excellent communication, organizational, and people skills
  
  

Strong Advantage:

• Hands-on experience with RAG pipelines, vector databases, and semantic search
• Experience with Workato or other iPaaS / integration platforms
• Familiarity with CI/CD practices and DevOps tooling
• Light coding ability - you don't need to lead features, but the ability to get into the code when it matters is a plus
  
  

Why Join Us?

• Own Something Real - Lead a team that directly shapes the AI and integration core of a global product used by thousands of organizations.
• Stay on the Cutting Edge - Work with the latest AI technologies in a team that's built to innovate.
• Grow as a Leader - Join a fast-growing R&D org with real opportunities for advancement.
• Great Culture - A collaborative, fast-paced environment that values creativity, technical excellence, and continuous learning.