Customer Tech Care Lead
New
S
StellarTechEdTech
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
- PythonSQLNosqlRESTful APIsZendesk
Requirements
- 5+ years of experience in automation engineering, technical support engineering, or platform engineering.
- 1–2 years of experience in a team lead or tech lead capacity.
- Proven ability to investigate production issues using SQL/NoSQL databases, logs, API responses, and event streams.
- Hands-on experience building LLM-based agents or AI-driven automation (e.g., OpenAI API, function calling, embeddings).
- Strong Python programming skills for automation, data remediation, and API orchestration.
- Experience designing Zendesk automation pipelines (triggers, ZAF apps) or similar support platforms.
- Expertise in event-driven architectures and API integration patterns (REST, webhooks, async queues).
- Track record of managing support metrics such as deflection rate, FCR, CSAT, and time-to-resolution.
Responsibilities
- Own day-to-day operations including capacity planning, sprint management, and task distribution.
- Mentor automation engineers and define technical standards for code and architecture.
- Triage escalated customer issues by investigating logs, databases, and system event streams.
- Design and oversee automation pipelines that resolve recurring issues through API integrations and database scripts.
- Architect, deploy, and evaluate LLM-based agents for autonomous issue diagnosis and resolution.
- Translate complex support symptoms into actionable engineering bug reports and feedback loops.
- Maintain technical documentation, investigation runbooks, and automation failure/rollback procedures.
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