Customer Tech Care Lead

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    "description": "<p><span style=\"color: rgb(29, 28, 29); font-family: Inter, sans-serif; font-size: 12pt\"><span style=\"color: rgb(26, 26, 46); font-size: 10pt\"><span style=\"font-size: 12pt\">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.</span><br><br><span style=\"font-size: 12pt\">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.</span><br><br></span></span></p>\n<p><span style=\"color: rgb(29, 28, 29); font-family: Inter, sans-serif; font-size: 12pt; font-weight: bold\">What You’ll Do:</span></p>\n<p><span style=\"font-family: Inter, sans-serif; font-weight: bold\">1. Team Leadership &amp; Unit Operations</span></p>\n<p><span style=\"font-family: Inter, sans-serif\">• Own day-to-day operation: capacity planning, sprint structure, task distribution, and quality standards.</span></p>\n<p><span style=\"font-family: Inter, sans-serif\">• Mentor and grow automation engineers; define code and architecture review processes.</span></p>\n<p><span style=\"font-family: Inter, sans-serif\">• Establish and track unit KPIs: ticket deflection rate, automation coverage ratio, recurrence prevention.</span></p>\n<p><span style=\"font-family: Inter, sans-serif\">• Report unit performance to management; propose headcount and tooling investments backed by data.</span></p>\n<p><br></p>\n<p><span style=\"font-family: Inter, sans-serif; font-weight: bold\">2. Escalation Triage &amp; Technical Investigation </span></p>\n<p><span style=\"font-family: Inter, sans-serif\">• Serve as the primary technical intake point for all escalated issues: reproduce problems, isolate root causes, scope resolution paths.</span></p>\n<p><span style=\"font-family: Inter, sans-serif\">• Access production/staging systems, internal dashboards, and databases (SQL/NoSQL) to investigate issues directly.</span></p>\n<p><span style=\"font-family: Inter, sans-serif\">• Analyse logs, event streams, payment records, subscription states, and user journey data.</span></p>\n<p><span style=\"font-family: Inter, sans-serif\">• Own the diagnostic protocol and ensure team members follow structured investigation runbooks.</span></p>\n<p><br></p>\n<p><span style=\"font-family: Inter, sans-serif; font-weight: bold\">3. Automation Solution Architecture</span></p>\n<p><span style=\"font-family: Inter, sans-serif\">• Design and oversee automation solutions that resolve recurring issue categories without human intervention.</span></p>\n<p><span style=\"font-family: Inter, sans-serif\">• Architect multi-step pipelines spanning Zendesk triggers, internal API calls, and database state changes.</span></p>\n<p><span style=\"font-family: Inter, sans-serif\">• Define the solution taxonomy (macro vs. API vs. LLM agent vs. DB script) and enforce it across the team.</span></p>\n<p><span style=\"font-family: Inter, sans-serif\">• Approve all automation flows before production deployment; enforce rollback and monitoring standards.</span></p>\n<p><br></p>\n<p><span style=\"font-family: Inter, sans-serif; font-weight: bold\">4. LLM &amp; AI Agent Delivery </span></p>\n<p><span style=\"font-family: Inter, sans-serif\">• Lead design and deployment of LLM-based agents capable of diagnosing and resolving issues autonomously.</span></p>\n<p><span style=\"font-family: Inter, sans-serif\">• Define agent architecture for context injection: user profile, subscription state, events, ticket history from DB.</span></p>\n<p><span style=\"font-family: Inter, sans-serif\">• Oversee training loop quality: curate high-quality resolved tickets to improve agent accuracy.</span></p>\n<p><span style=\"font-family: Inter, sans-serif\">• Evaluate agent performance quantitatively; own escalation decisions vs. further automation.</span></p>\n<p><br></p>\n<p><span style=\"font-family: Inter, sans-serif; font-weight: bold\">5. Engineering–Support Interface </span></p>\n<p><span style=\"font-family: Inter, sans-serif\">• Act as authoritative translator between support teams (who observe symptoms) and engineering teams (who own systems).</span></p>\n<p><span style=\"font-family: Inter, sans-serif\">• Maintain a shared escalation taxonomy and SLA matrix agreed with both Support Director and Engineering leads.</span></p>\n<p><span style=\"font-family: Inter, sans-serif\">• Own the feedback loop: unit diagnostic output becomes the engineering bug report that ships a fix.</span></p>\n<p><span style=\"font-family: Inter, sans-serif\">• Coordinate with Product, Backend Engineering, and Data teams to secure required system access and API endpoints.</span></p>\n<p><br></p>\n<p><span style=\"font-family: Inter, sans-serif; font-weight: bold\">6. Documentation &amp; Knowledge Management </span></p>\n<p><span style=\"font-family: Inter, sans-serif\">• Maintain a live runbook library: automation flows, escalation paths, investigation procedures.</span></p>\n<p><span style=\"font-family: Inter, sans-serif\">• Ensure every automation has a documented failure mode and rollback path.</span></p>\n<p><span style=\"font-family: Inter, sans-serif\">• Create onboarding materials for new automation engineers.</span></p>\n<p><br></p>\n<p><span style=\"color: rgb(29, 28, 29); font-family: Inter, sans-serif; font-size: 12pt; font-weight: bold\">What We’re Looking For:</span></p>\n<p><span style=\"font-family: Inter, sans-serif\">• 5+ years in automation engineering, technical support engineering, or platform engineering - with 1–2 years in a team lead or tech lead capacity.</span></p>\n<p><span style=\"font-family: Inter, sans-serif\">• Demonstrated ability to investigate production issues via direct system access: logs, SQL/NoSQL databases, API responses, event streams.</span></p>\n<p><span style=\"font-family: Inter, sans-serif\">• Hands-on experience building LLM-based agents or AI-driven automation (OpenAI API, function calling, embeddings, or equivalent).</span></p>\n<p><span style=\"font-family: Inter, sans-serif\">• Strong Python skills; production-quality scripts for automation, data remediation, and API orchestration.</span></p>\n<p><span style=\"font-family: Inter, sans-serif\">• Experience designing Zendesk automation pipelines (triggers, automations, ZAF apps) or equivalent support platforms.</span></p>\n<p><span style=\"font-family: Inter, sans-serif\">• Event-driven architecture and API integration patterns (REST, webhooks, async queues).</span></p>\n<p><span style=\"font-family: Inter, sans-serif\">• Track record owning support metrics: deflection rate, FCR, CSAT, time-to-resolution.</span></p>\n<p><br></p>\n<p><span style=\"color: rgb(29, 28, 29); font-family: Inter, sans-serif; font-size: 12pt; font-weight: bold\">Nice to have:</span></p>\n<p><span style=\"font-family: Inter, sans-serif\">• Low-code/no-code orchestration tools (n8n, Zapier, Make, Rivet) in hybrid architectures. </span></p>\n<p><span style=\"font-family: Inter, sans-serif\">• B2C or subscription-based product background with high user volume and complex billing/access state. </span></p>\n<p><span style=\"font-family: Inter, sans-serif\">• CI/CD pipelines and production-level monitoring for automation systems. </span></p>\n<p><span style=\"font-family: Inter, sans-serif\">• Data engineering concepts: pipeline design, idempotency, retry logic, dead-letter queues. </span></p>\n<p><span style=\"font-family: Inter, sans-serif\">• RAG architectures, vector databases, or knowledge-base-augmented LLM agents.</span></p>\n<p><span style=\"font-family: Inter, sans-serif\">• Experience in a regulated environment (GDPR, PCI-DSS, SOC 2).</span></p>\n<p><br></p>\n<p><span style=\"color: rgb(29, 28, 29); font-family: Inter, sans-serif; font-size: 12pt; font-weight: bold\">Why You'll Love Working With Us:</span></p>\n<ul>\n<li><span style=\"color: rgb(29, 28, 29); font-family: Inter, sans-serif; font-size: 12pt\">Innovative Environment: We're all about trying new things and pushing the envelope in EdTech.</span></li>\n<li><span style=\"color: rgb(29, 28, 29); font-family: Inter, sans-serif; font-size: 12pt\">We are global remote</span></li>\n<li><span style=\"color: rgb(29, 28, 29); font-family: Inter, sans-serif; font-size: 12pt\">Health: company-provided medical expense compensation.</span></li>\n<li><span style=\"color: rgb(29, 28, 29); font-family: Inter, sans-serif; font-size: 12pt\">AI solutions: АІ subscription and other tools.</span></li>\n<li><span style=\"color: rgb(29, 28, 29); font-family: Inter, sans-serif; font-size: 12pt\">Balance: Flexible paid time off, you get 21 days of annual leave + 10 bank holidays.</span></li>\n<li><span style=\"color: rgb(29, 28, 29); font-family: Inter, sans-serif; font-size: 12pt\">Collaborative Culture: Work alongside passionate professionals who are as driven as you are.</span></li>\n</ul>",
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