Customer Tech Care Lead Customer Care Department - Remote

• 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.

• 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).

Why You'll Love Working With Us:

• 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.

Interview Stages:

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

Originally posted on Himalayas