Senior Technical Coach

The Senior Technical Coach is responsible for leading both technical enablement and performance coaching across Technical Coaches and frontline Customer Support agents handling complex SaaS products. This role goes beyond technical troubleshooting, it ensures teams consistently meet operational KPIs, deliver highquality resolutions, and drive continuous improvement.

By bridging technical expertise, coaching excellence, and operational performance , the Senior Technical Coach also champions innovation through AI enablement , including automation, scripting, and agentic AI solutions to enhance support delivery.

Key Responsibilities:

1. Coaching & Mentorship

• Provide duallayer coaching (technical + performance) to Technical Coaches and assigned agents.
• Conduct 1:1 sessions focused on troubleshooting depth, FCR, AHT, and CSAT.
• Manage performance improvement and career development plans.
• Mentor Technical Coaches to strengthen coaching effectiveness and knowledge transfer.
• Maintain a 1:5 span of control for direct agent coaching to ensure quality and depth.

2. Complex Product Support Enablement

• Act as subject matter expert for complex products.
• Build advanced troubleshooting capabilities across teams.
• Partner with Product, Engineering, and Tier 2/3 support to resolve recurring issues and improve documentation.
• Lead deepdive sessions and case reviews for highcomplexity scenarios.

3. Technical Enablement Strategy

• Identify skill gaps and design targeted learning paths.
• Implement best practices and troubleshooting frameworks.
• Facilitate advanced technical training sessions.

4. KPI Management & DataDriven Coaching

• Monitor and analyze FCR, AHT, CSAT, escalation rates, and coaching effectiveness.
• Use insights to refine coaching strategies and drive improvements.
• Collaborate with CX and WFM teams to align performance with business needs.
• Recommend process improvements to reduce inefficiencies and escalations.

5. Escalation Reduction & Resolution Quality

• Lead initiatives to reduce escalations and strengthen resolution ownership.
• Perform root cause analysis on recurring issues.
• Improve PME resolution quality and empower frontline teams to handle complex cases independently.

6. AI, Automation & Innovation

• Develop and implement AIdriven solutions (e.g., copilots, automation scripts).
• Apply basic to intermediate coding/scripting (SQL, Python, automation tools).
• Design agentic AI workflows to automate troubleshooting, enhance knowledge retrieval, and boost productivity.
• Train Technical Coaches and agents on AI tools and best practices.

7. Training & Continuous Learning

• Support onboarding, nesting, and upskilling of agents and Technical Coaches.
• Ensure product certification coverage across teams.
• Develop microlearning modules, quick reference guides, and AIassisted training materials.
• Measure and improve training effectiveness scores.

Qualifications:

Required:

• Bachelor’s degree in IT, Business, or related field (or equivalent experience).
• 2+ years in technical support (SaaS, ERP, or property tech preferred).
• 1+ year in coaching, training, or leadership.
• Experience supporting complex products in a SaaS environment.
• Proven performance coaching experience in a metricdriven environment.
• Minimum 2 years as Technical Coach or equivalent role.
• Experience with Python, AI tools, automation, or scripting.

Preferred:

• Coaching certifications (Learn2Lead / Lead2Succeed).
• RealPage product certifications across multiple modules.

Knowledge, Skills & Abilities: .

• Advanced troubleshooting in SaaS environments.
• Working knowledge of SQL/data analysis and ticketing systems (Salesforce, Zendesk, JIRA).
• Basic to intermediate Python coding/scripting.
• Experience with AI tools and automation platforms.
• Ability to integrate technical and performance coaching.
• Strong data interpretation and KPI management skills.
• Skilled in developing actionable improvement plans and leading highimpact coaching conversations.