Customer Tech Care Lead

Stellartech Research Corporation

Lead technical operations in Customer Tech Care at StellarTech, focusing on automation and issue resolution. Overseeing engineering teams and ensuring technical excellence via innovative solutions.

Posted 6/2/2026full-timeRemote • 🇺🇸 United StatesSeniorWebsite

Tech Stack

Tools & technologies

NoSQLPythonSQL

About the role

Key responsibilities & impact

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.
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.
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.
Lead design and deployment of LLM-based agents capable of diagnosing and resolving issues autonomously.

Requirements

What you’ll need

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.

Benefits

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

automation engineeringtechnical support engineeringplatform engineeringPythonSQLNoSQLAPI integrationevent-driven architectureLLM-based agentsdata remediation

Soft Skills

mentoringleadershipproblem-solvingcommunicationcapacity planningtask distributionquality standardsdata analysisperformance reportingroot cause analysis