Customer Tech Care Lead Customer Care Department - Remote

Stellar Tech is establishing a specialized Customer Tech Care unit, an engineering-focused team dedicated to resolving complex user issues that require deep technical intervention. As the Lead, you will serve as the technical authority and organizational backbone, directing a team of automation engineers while bridging the gap between support observations and core engineering solutions.

Key responsibilities

• Lead day-to-day operations, including capacity planning, sprint management, and task distribution for the automation engineering unit.
• Serve as the primary technical intake point for escalated issues, performing root cause analysis using SQL, logs, and event streams.
• Architect and oversee automation pipelines that resolve recurring issues, including the design and deployment of LLM-based diagnostic agents.
• Act as the authoritative translator between support and engineering teams to ensure effective bug reporting and system improvements.
• Maintain comprehensive documentation, including investigation runbooks, failure modes, and automation architecture standards.

Requirements

• 5+ years of experience in automation, technical support, or platform engineering, with at least 1–2 years in a leadership capacity.
• Proven ability to investigate production issues through direct system access, including databases, API responses, and event logs.
• Hands-on experience building LLM-based agents and AI-driven automation using Python and modern API orchestration.
• Strong understanding of event-driven architectures, REST APIs, and Zendesk automation pipelines.
• Track record of managing support metrics such as ticket deflection rates and time-to-resolution.

What we offer

• Opportunity to work in a fully remote, global environment with a focus on innovative AI solutions.
• Comprehensive medical expense compensation and access to professional AI tooling.
• Flexible paid time off, including 21 days of annual leave plus 10 bank holidays.
• A collaborative culture working alongside passionate professionals in a fast-paced tech environment.