Customer Tech Care Lead

TL;DR

Customer Tech Care Lead (EdTech): Building a specialised engineering squad embedded in Customer Care to technically resolve escalated user issues with an accent on triaging tickets, architecting automation pipelines, and deploying LLM agents. Focus on leading team operations, investigating production issues via databases and logs, and coordinating between support and engineering teams.

Remote or hybrid from offices in Cyprus, Poland

Company

Innovative EdTech company pushing boundaries with AI solutions.

What you will do

• Own team operations including capacity planning, sprint structure, mentoring automation engineers, and tracking KPIs like ticket deflection and automation coverage.
• Triage escalated issues, reproduce problems, and investigate root causes using production systems, logs, SQL/NoSQL databases, and user data.
• Design and oversee automation solutions including multi-step pipelines with Zendesk triggers, APIs, and database changes; approve deployments.
• Lead development and deployment of LLM-based agents for autonomous diagnosis and resolution, including context injection and performance evaluation.
• Act as interface between support and engineering teams, maintaining escalation taxonomy, SLAs, and feedback loops for bug reports.
• Maintain runbooks, documentation for automations, escalation paths, and onboarding materials.

Requirements

• 5+ years in automation engineering, technical support engineering, or platform engineering with 1–2 years in team lead or tech lead role.
• Experience investigating production issues via logs, SQL/NoSQL databases, API responses, event streams.
• Hands-on building LLM-based agents or AI-driven automation (OpenAI API, function calling, embeddings).
• Strong Python for production scripts, automation, data remediation, API orchestration.
• Designing Zendesk automation pipelines (triggers, automations, ZAF apps) or equivalent.
• Event-driven architecture, API integration (REST, webhooks, async queues); owning support metrics like deflection rate, FCR, CSAT.

Nice to have

• Low-code tools (n8n, Zapier, Make, Rivet) in hybrid setups.
• B2C/subscription product experience with high volume and complex billing.
• CI/CD, monitoring for automation; data engineering concepts (pipelines, idempotency, retries).
• RAG, vector DBs, knowledge-augmented LLM agents.
• Regulated environments (GDPR, PCI-DSS, SOC 2).

Culture & Benefits

• Innovative environment focused on experimentation in EdTech.
• Flexible remote or hybrid work from Cyprus or Poland offices.
• Company-provided medical expense compensation and AI tool subscriptions.
• 21 days annual leave + 10 bank holidays with flexible paid time off.
• Collaborative culture with passionate professionals.