Job Description
Role Overview
A global SaaS technology organization is seeking a Senior Technical Enablement Lead (AI & Support Operations) to drive advanced technical coaching, performance improvement, and AI-enabled support innovation across customer-facing support teams.
This role combines deep technical expertise, coaching leadership, and automation capability. The successful candidate will support complex product troubleshooting, enhance team performance through KPI-driven coaching, and design AI-enabled solutions to improve support efficiency, resolution quality, and customer experience.
Key Responsibilities
The Senior Technical Enablement Lead will provide advanced technical and performance coaching to support teams handling complex SaaS products and configurations. This includes conducting structured coaching sessions focused on troubleshooting depth, resolution quality, customer experience, and key support KPIs such as FCR, AHT, and CSAT.
The role involves mentoring Technical Enablement Specialists and guiding frontline support agents in resolving complex technical issues, including integrations, configuration challenges, and system-related errors. The candidate will also lead deep-dive case reviews and facilitate technical knowledge-sharing sessions.
In addition, this role is responsible for identifying capability gaps across teams and designing structured learning paths to improve technical proficiency and performance consistency. The Senior Technical Enablement Lead will collaborate with engineering, product, and operations teams to improve documentation, resolve recurring issues, and reduce escalations.
A key part of the role includes driving AI and automation initiatives by developing scripts, tools, or workflows that enhance support efficiency. This includes contributing to AI-enabled solutions such as automation scripts, knowledge retrieval improvements, and productivity-enhancing tools for support operations.
The role also supports training strategy execution, onboarding programs, and continuous learning initiatives while ensuring consistent application of best practices across teams.
Qualifications & Experience
The ideal candidate has at least 2+ years of technical support experience in SaaS, ERP, or enterprise platforms, along with 1+ year in a coaching, mentoring, or leadership capacity.
Strong experience in troubleshooting complex technical issues, supporting enterprise systems, and working in performance-driven environments is required. The candidate should have exposure to support metrics such as FCR, AHT, and CSAT, along with experience driving improvement initiatives.
Hands-on experience with SQL, basic scripting (e.g., Python), ticketing systems (e.g., Jira, Zendesk, Salesforce), and AI or automation tools is required. Experience working with enterprise SaaS platforms is strongly preferred.
The role requires strong communication, analytical thinking, problem-solving ability, and the ability to influence and coach teams across different levels.
Impact of the Role
This role plays a critical part in improving support performance, technical capability, and operational efficiency. By combining coaching, technical expertise, and AI-driven enablement, the Senior Technical Enablement Lead helps elevate service quality, reduce escalations, and improve overall customer experience.
