Customer Tech Care Lead Customer Care Department - Remote

StellarTech is building a Customer Tech Care unit - a specialised engineering squad embedded within Customer Care, whose sole purpose is to technically resolve every user issue that cannot be solved by a standard support agent. As the Lead, you will be the technical authority and organisational backbone: triaging escalated tickets, directing your team of automation engineers, coordinating with product and infrastructure engineering, and personally architecting or approving every solution shipped.

This is not a traditional support lead role. You will spend the majority of your time in systems - querying databases, reproducing bugs in staging, reading logs, designing automation flows, and evaluating LLM agents. You are the bridge between what support teams observe and what engineering teams build.

• Own day-to-day operation: capacity planning, sprint structure, task distribution, and quality standards.
• Mentor and grow automation engineers; define code and architecture review processes.
• Establish and track unit KPIs: ticket deflection rate, automation coverage ratio, recurrence prevention.
• Report unit performance to management; propose headcount and tooling investments backed by data.

2. Escalation Triage & Technical Investigation

• Serve as the primary technical intake point for all escalated issues: reproduce problems, isolate root causes, scope resolution paths.
• Access production/staging systems, internal dashboards, and databases (SQL/NoSQL) to investigate issues directly.
• Analyse logs, event streams, payment records, subscription states, and user journey data.
• Own the diagnostic protocol and ensure team members follow structured investigation runbooks.

• Low-code/no-code orchestration tools (n8n, Zapier, Make, Rivet) in hybrid architectures.
• B2C or subscription-based product background with high user volume and complex billing/access state.
• CI/CD pipelines and production-level monitoring for automation systems.
• Data engineering concepts: pipeline design, idempotency, retry logic, dead-letter queues.
• RAG architectures, vector databases, or knowledge-base-augmented LLM agents.
• Experience in a regulated environment (GDPR, PCI-DSS, SOC 2).

• Design and oversee automation solutions that resolve recurring issue categories without human intervention.
• Architect multi-step pipelines spanning Zendesk triggers, internal API calls, and database state changes.
• Define the solution taxonomy (macro vs. API vs. LLM agent vs. DB script) and enforce it across the team.
• Approve all automation flows before production deployment; enforce rollback and monitoring standards.

• Lead design and deployment of LLM-based agents capable of diagnosing and resolving issues autonomously.
• Define agent architecture for context injection: user profile, subscription state, events, ticket history from DB.
• Oversee training loop quality: curate high-quality resolved tickets to improve agent accuracy.
• Evaluate agent performance quantitatively; own escalation decisions vs. further automation.

• Act as authoritative translator between support teams (who observe symptoms) and engineering teams (who own systems).
• Maintain a shared escalation taxonomy and SLA matrix agreed with both Support Director and Engineering leads.
• Own the feedback loop: unit diagnostic output becomes the engineering bug report that ships a fix.
• Coordinate with Product, Backend Engineering, and Data teams to secure required system access and API endpoints.

• Maintain a live runbook library: automation flows, escalation paths, investigation procedures.
• Ensure every automation has a documented failure mode and rollback path.
• Create onboarding materials for new automation engineers.

• 5+ years in automation engineering, technical support engineering, or platform engineering - with 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; production-quality scripts for automation, data remediation, and API orchestration.
• Experience designing Zendesk automation pipelines (triggers, automations, ZAF apps) or equivalent support platforms.
• Event-driven architecture and API integration patterns (REST, webhooks, async queues).
• Track record owning support metrics: deflection rate, FCR, CSAT, time-to-resolution.

• Innovative Environment: We're all about trying new things and pushing the envelope in EdTech.
• We are global remote
• Health: company-provided medical expense compensation.
• AI solutions: АІ subscription and other tools.
• Balance: Flexible paid time off, you get 21 days of annual leave + 10 bank holidays.
• Collaborative Culture: Work alongside passionate professionals who are as driven as you are.

• HR Screen/Introduction
• Technical Interview
• Technical Assignment
• Final Interview

Originally posted on Himalayas