Customer Tech Care Lead (AI)

TL;DR

Customer Tech Care Lead (AI/Python): Leading a specialized engineering squad to technically resolve escalated user issues through automation and AI agents with an accent on system diagnostics and automation architecture. Focus on designing LLM-based autonomous agents, orchestrating API-driven workflows, and bridging the gap between support and core engineering.

Location: Global Remote

Company

hirify.global is an innovative company operating in the EdTech sector.

What you will do

• Manage day-to-day operations, capacity planning, and mentor automation engineers.
• Triage escalated technical issues using SQL/NoSQL databases, logs, and event streams to isolate root causes.
• Architect automation solutions and pipelines via Zendesk, internal APIs, and database scripts.
• Lead the design and deployment of LLM-based agents for autonomous issue resolution, including context injection and training loops.
• Act as the authoritative technical interface between Support and Engineering teams to ensure diagnostic output leads to system fixes.
• Maintain a comprehensive runbook library, documentation for failure modes, and onboarding materials.

Requirements

• 5+ years in automation engineering, technical support engineering, or platform engineering.
• 1–2 years of experience in a team lead or tech lead capacity.
• Strong Python skills for production-quality automation and API orchestration.
• Hands-on experience building LLM-based agents (OpenAI API, function calling, embeddings).
• Expertise in Zendesk automation pipelines and event-driven architecture (REST, webhooks, async queues).
• Proven track record of owning support metrics such as deflection rate, FCR, and CSAT.

Nice to have

• Experience with low-code/no-code orchestration tools like n8n, Zapier, or Make.
• Background in B2C or subscription-based products with high user volume.
• Knowledge of CI/CD pipelines and production-level monitoring.
• Familiarity with RAG architectures and vector databases.
• Experience in regulated environments (GDPR, PCI-DSS, SOC 2).

Culture & Benefits

• Global remote work environment.
• Company-provided medical expense compensation.
• AI subscriptions and other professional tools provided.
• Flexible paid time off: 21 days of annual leave plus 10 bank holidays.
• Collaborative culture working alongside passionate professionals in EdTech.

Hiring process

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