Job Overview
We are seeking an experienced
Technical Coach - Trainer to drive technical capability development across customer support teams through coaching, mentoring, and technical enablement. This role serves as a senior technical subject matter expert responsible for improving agent performance, reducing escalations, and enhancing customer experience through advanced troubleshooting, structured coaching, and the adoption of AI-enabled support solutions. The ideal candidate combines strong technical support expertise with coaching experience and a passion for developing high-performing support professionals.
Key Responsibilities
Technical Coaching & Performance Development
- Deliver one-on-one and group coaching sessions to customer support professionals, focusing on technical troubleshooting, resolution quality, and customer experience.
- Mentor technical coaches and support specialists to strengthen coaching effectiveness, technical expertise, and knowledge transfer.
- Guide support teams in resolving complex product, configuration, integration, and application issues.
- Conduct case reviews and technical deep-dive sessions to reinforce best practices and improve problem-solving capabilities.
- Monitor coaching outcomes and recommend targeted development plans based on performance metrics.
Technical Enablement & Knowledge Management
- Serve as a senior technical subject matter expert for complex software solutions and enterprise applications.
- Identify technical skill gaps and develop structured learning paths to improve team capability.
- Design and deliver advanced technical training programs, workshops, and knowledge-sharing sessions.
- Develop and maintain technical documentation, quick reference guides, troubleshooting resources, and learning materials.
- Partner with product, engineering, and support teams to improve knowledge bases and reduce recurring issues.
AI, Automation & Process Improvement
- Promote the adoption of AI-enabled tools and automation solutions within technical support operations.
- Develop or support automation scripts and AI-assisted workflows that improve troubleshooting efficiency and knowledge retrieval.
- Utilize scripting and automation technologies to streamline repetitive support activities.
- Train support teams on AI tools, automation capabilities, and emerging technologies that improve operational effectiveness.
- Identify opportunities to enhance support processes through innovation and continuous improvement.
Customer Support Excellence
- Improve key operational metrics such as First Contact Resolution (FCR), Average Handle Time (AHT), Customer Satisfaction (CSAT), and resolution quality.
- Support onboarding, nesting, and continuous development of new and existing support professionals.
- Assist with technical escalations and collaborate with senior technical teams to resolve complex issues.
- Ensure consistent application of troubleshooting methodologies and operational standards across support teams.
Cross-Functional Collaboration
- Work closely with product management, engineering, quality assurance, and operations teams to address recurring technical issues and improve support processes.
- Participate in technical reviews, process improvement initiatives, and product enablement activities.
- Support the rollout of new products, features, and technical updates through effective training and knowledge transfer.
Qualifications
- Bachelor's degree in Information Technology, Computer Science, Business, or a related discipline, or equivalent professional experience.
- Minimum of 2 years of experience in technical support within SaaS, ERP, enterprise software, or similar technology environments.
- At least 2 years of experience in a technical coaching, training, mentoring, or comparable role.
- Experience supporting complex enterprise software applications, CRM platforms, ERP systems, or business-critical solutions.
- Hands-on experience with Python, scripting, automation, or AI-enabled technologies.
- Proven experience coaching technical teams within a performance-driven support environment.
Preferred Qualifications
- Professional certifications in coaching, leadership, or learning and development.
- Product-specific certifications relevant to enterprise software platforms.
- Experience designing technical learning programs and coaching frameworks.
- Exposure to AI copilots, automation platforms, or intelligent support technologies.
- Experience working with cross-functional technical, engineering, and product teams.
Preferred Technical Skills
- Technical Coaching & Mentoring
- Enterprise Application Support
- SaaS / ERP / CRM Support
- Advanced Troubleshooting
- Customer Support Operations
- Performance Coaching & Quality Improvement
- Python Scripting
- AI Tools & Automation
- Workflow Automation
- Knowledge Base Management
- Technical Documentation
- Learning Content Development
- Root Cause Analysis
- Process Improvement
- Cross-functional Collaboration
Preferred Competencies
- Strong coaching, mentoring, and leadership abilities.
- Excellent analytical and technical problem-solving skills.
- Outstanding verbal and written communication skills.
- Ability to simplify complex technical concepts for diverse audiences.
- Strong stakeholder management and collaboration skills.
- Passion for continuous learning, innovation, and capability development.
- Highly organized with the ability to manage multiple priorities in a fast-paced environment.
