Technical Coach II

Primary Responsibilities:

Technical Support Leadership:

• Provide advanced technical coaching to frontline Customer Support agents
• Conduct 1:1 and group coaching sessions focused on:
• Troubleshooting depth
  • First Contact Resolution (FCR)
  • Average Handle Time (AHT)
  • Customer Experience (CX/CSAT)
  • Resolution quality
• Mentor and support Technical Coaches to strengthen coaching effectiveness and knowledge transfer.
• Coach agents handling complex product issues, integrations, and configuration challenges.
• Lead deepdive technical reviews and casebased learning sessions.

Complex Product Support Enablement

• Act as a subject matter expert for complex SaaS products.
• Build advanced troubleshooting capabilities across teams.
• Partner with crossfunctional teams (Product, Engineering, Tier 2/3 Support) to:
  • Resolve recurring issues.
  • Improve knowledge base and documentation
• Facilitate deepdive sessions and case reviews for highcomplexity scenarios.

Technical Enablement Strategy Execution

• Identify skill gaps across agents and Technical Coaches.
• Design and implement targeted technical learning paths.
• Ensure consistent adoption of best practices and troubleshooting frameworks.
• Deliver advanced technical training sessions.

AI, Automation & Innovation

• Drive adoption of AIenabled support capabilities.
• 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 repetitive troubleshooting steps
  • Enhance knowledge retrieval
  • Improve agent productivity
• Partner with internal teams to integrate AI into support operations.
• Train Technical Coaches and agents on AI tool usage and best practices.

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 technology preferred).
• Experience supporting complex products in a SaaS environment.
• Minimum 2 years as Technical Coach or equivalent role.
• Experience with Python, AI tools, automation, or scripting.

Preferred:

• Leadership or coaching certifications (e.g., Learn2Lead, Lead2Succeed).
• Product certifications across multiple modules.
• Coaching certification.
• Proven experience in performance coaching within a metricdriven environment.
• 1+ year in coaching, training, or leadership role.

Work Environment:

• Fastpaced, customerfocused support environment.
• Hybrid work setup.
• Occasional overtime or oncall support during critical periods.

Knowledge, Skills & Abilities:

Technical Skills:

• Strong proficiency in SaaS platforms.
• Advanced troubleshooting in cloudbased environments.
• Working knowledge of SQL/data analysis and ticketing systems (e.g., Salesforce, Zendesk, JIRA).
• Basic to intermediate Python coding/scripting.
• Experience with AI tools and automation platforms.

Coaching & Analytical Skills:

• Ability to integrate technical coaching with performance coaching.
• Strong data interpretation and KPI management skills.
• Skilled in developing actionable improvement plans.
• Ability to lead highimpact coaching conversations.