Job Description
Role Overview
A global SaaS technology organization is seeking a Technical Enablement Specialist (AI & Support Operations) to support technical coaching, troubleshooting, and capability-building initiatives within customer support teams.
This role focuses on hands-on technical support enablement, coaching frontline agents, improving troubleshooting effectiveness, and contributing to AI-assisted support tools and automation initiatives.
Key Responsibilities
The Technical Enablement Specialist will provide technical coaching and support to customer-facing teams handling SaaS products and system configurations. The role includes conducting coaching sessions focused on improving troubleshooting skills, resolution quality, and support performance metrics such as FCR, AHT, and CSAT.
The role involves supporting agents with complex technical issues, assisting with case reviews, and helping improve understanding of product functionality and system workflows. The candidate will work closely with senior enablement leads to implement coaching plans and training initiatives.
In addition, this role supports the development of learning materials, quick reference guides, and structured onboarding content to improve knowledge retention and consistency across teams.
The Technical Enablement Specialist will also contribute to AI and automation initiatives by assisting with scripting, workflow automation, and support tool enhancement efforts aimed at improving efficiency and reducing manual work.
The role includes participation in continuous improvement activities, helping identify recurring issues, supporting documentation updates, and contributing to knowledge base enhancement.
Qualifications & Experience
The ideal candidate has at least 2 years of experience in technical support, preferably within SaaS, ERP, or enterprise software environments.
Experience supporting complex systems, handling technical troubleshooting, and working in a structured support environment is required. Prior exposure to coaching, mentoring, or knowledge-sharing activities is an advantage.
Candidates should have basic knowledge of SQL, scripting (e.g., Python), ticketing tools (Jira, Zendesk, Salesforce), and AI or automation tools. Familiarity with enterprise SaaS platforms is preferred.
Strong communication skills, attention to detail, problem-solving ability, and a collaborative mindset are essential.
Impact of the Role
This role supports the improvement of technical capability, operational consistency, and customer support quality. By assisting in coaching, troubleshooting, and AI-enabled support initiatives, the Technical Enablement Specialist contributes directly to improved efficiency and customer satisfaction.
