Own day-to-day operation: capacity planning, sprint structure, task distribution, and quality standards.
Mentor and grow automation engineers; define code and architecture review processes.
Establish and track unit KPIs: ticket deflection rate, automation coverage ratio, recurrence prevention.
Report unit performance to management; propose headcount and tooling investments backed by data.
Serve as the primary technical intake point for all escalated issues: reproduce problems, isolate root causes, scope resolution paths.
Access production/staging systems, internal dashboards, and databases (SQL/NoSQL) to investigate issues directly.
Analyse logs, event streams, payment records, subscription states, and user journey data.
Design and oversee automation solutions that resolve recurring issue categories without human intervention.
Architect multi-step pipelines spanning Zendesk triggers, internal API calls, and database state changes.
Lead design and deployment of LLM-based agents capable of diagnosing and resolving issues autonomously.

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.

Health: company-provided medical expense compensation.
Balance: Flexible paid time off, you get 21 days of annual leave + 10 bank holidays.
AI solutions: АІ subscription and other tools.
Innovative Environment: We're all about trying new things and pushing the envelope in EdTech.
Collaborative Culture: Work alongside passionate professionals who are as driven as you are.

Customer Tech Care Lead

Key skills