Customer Tech Care Lead

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🕒 June 2

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Stellartech Research Corporation

WebsiteLinkedInAll Job Openings

51 - 200 employees

⚕️ Healthcare Insurance

🧬 Biotechnology

Healthcare Insurance • Manufacturing • Biotechnology

Stellartech Research Corporation is a world leader in the design, development, and contract manufacturing of sophisticated medical systems utilizing radiofrequency, ultrasound, and other energy sources. The company specializes in creating systems that combine disposable patient-contact devices with microprocessor-controlled instruments, incorporating complex electronics for sensor feedback and therapeutic energy delivery. Stellartech's expertise spans the development and manufacturing of diverse medical products, including diagnostic systems, surgical probes, and catheters for minimally invasive therapies. The company collaborates with businesses of all sizes, as well as entrepreneurs and physicians, to bring product ideas from concept to market introduction, providing resources and infrastructure as a partner throughout the process. With its extensive facility, Stellartech produces a wide array of Class II and Class III devices compliant with QSR and ISO 13485:2016 standards.

📋 Description

• 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.

🎯 Requirements

• 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.

🏖️ Benefits

• 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.