Customer Tech Care Lead
New
We are global remoteFull-TimeLead
Salary not disclosed
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Job Details
- Experience
- 5+ years in automation engineering, technical support engineering, or platform engineering - with 1–2 years in a team lead or tech lead capacity.
- Required Skills
- PythonSQLNosqlTechnical supportZendeskLLM
Requirements
- 5+ years in automation engineering, technical support engineering, or platform engineering.
- 1–2 years in a team lead or tech lead capacity.
- Demonstrated ability to investigate production issues via direct system access: logs, SQL/NoSQL databases, API responses, event streams.
- Hands-on experience building LLM-based agents or AI-driven automation (OpenAI API, function calling, embeddings, or equivalent).
- Strong Python skills for automation, data remediation, and API orchestration.
- Experience designing Zendesk automation pipelines or equivalent support platforms.
- Proficiency in event-driven architecture and API integration patterns (REST, webhooks, async queues).
- Track record owning support metrics such as deflection rate, FCR, CSAT, and time-to-resolution.
Responsibilities
- Own day-to-day operation including capacity planning, sprint structure, task distribution, and quality standards.
- Mentor and grow automation engineers while defining code and architecture review processes.
- Serve as the primary technical intake point for escalated issues by reproducing problems and isolating root causes.
- Design and oversee automation solutions that resolve recurring issue categories without human intervention.
- Lead design and deployment of LLM-based agents capable of diagnosing and resolving issues autonomously.
- Act as authoritative translator between support and engineering teams to maintain escalation taxonomy and SLA matrices.
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