Remote Lead, AI-Driven Customer Tech Care

Stellar Tech; United States; Remote; USD 120,000 - 180,000; Full time

Benefits offered by this job

Remote work (global)

Health stipend

21 days PTO + 10 holidays

Professional growth opportunities

Job summary

StellarTech is building a Customer Tech Care unit that embeds engineering into support to resolve complex issues. You will lead the automation squad, shape the diagnostic playbooks, and drive AI agent deployments to reduce ticket volume.

You will mentor engineers, own escalation processes, and coordinate across Product, Backend, and Data teams to secure access and tooling for scalable automation.

Qualifications

• 5+ years in automation engineering, tech support engineering, or platform engineering.
• 1–2 years in a team lead or tech lead capacity.
• Hands-on experience building LLM-based agents or AI-driven automation.

Responsibilities

• Lead day-to-day unit operations including capacity planning and sprint structure.
• Mentor automation engineers; establish code and architecture review processes.
• Own escalation triage and investigative protocols with direct system access.
• Design and govern multi-step automation pipelines across Zendesk, APIs, and DB state.
• Define solution taxonomy and enforce rollout standards for automation.
• Oversee training loops to improve agent accuracy and reduce tickets.
• Coordinate with Product, Backend, and Data teams for access and endpoints.
• Document runbooks; ensure rollback paths and monitoring.

Skills

Automation engineering

Team leadership

Python

Data analysis

Zendesk automation

LLM AI agents

APIs REST

SQL/NoSQL databases

Tools

Zendesk

OpenAI API

Kubernetes

Git

CI/CD

Job description

StellarTech is building a Customer Tech Care unit that embeds engineering into support to resolve complex issues. You will lead the automation squad, shape the diagnostic playbooks, and drive AI agent deployments to reduce ticket volume.

You will mentor engineers, own escalation processes, and coordinate across Product, Backend, and Data teams to secure access and tooling for scalable automation.