Senior Technical Coach

Job Overview

Our client is seeking a Senior Technical Coach to lead technical capability development, performance coaching, and operational excellence for customer support teams handling complex enterprise software solutions. This role combines advanced technical expertise, coaching leadership, and AI-driven innovation to improve service quality, reduce escalations, and strengthen overall support performance.

The successful candidate will mentor Technical Coaches and frontline support professionals, develop technical learning strategies, drive continuous improvement initiatives, and collaborate with cross-functional teams to enhance customer outcomes and operational efficiency.

Key Responsibilities

• Provide technical and performance coaching to Technical Coaches and frontline support specialists handling complex software products.
• Conduct regular one-on-one coaching sessions focused on:
• Advanced troubleshooting techniques
• First Contact Resolution (FCR)
• Average Handle Time (AHT)
• Customer Satisfaction (CSAT)
• Resolution quality and ownership
• Develop and manage performance improvement and career development plans.
• Coach team members in resolving complex application, integration, accounting, and configuration issues.
• Mentor Technical Coaches to strengthen coaching effectiveness and knowledge transfer across teams.
• Maintain an effective coaching ratio to provide high-quality support and guidance.

• Serve as a subject matter expert for complex enterprise software platforms.
• Strengthen advanced troubleshooting capabilities through technical workshops and case reviews.
• Partner with Product, Engineering, and advanced support teams to:
• Resolve recurring technical issues
• Improve internal knowledge resources
• Enhance troubleshooting documentation
• Lead technical deep-dive sessions for high-impact incidents and complex customer scenarios.

• Assess technical skill gaps across coaching and support teams.
• Design and implement structured technical learning paths.
• Promote consistent adoption of troubleshooting frameworks and support best practices.
• Deliver advanced technical training sessions and coaching programs.

• Monitor and evaluate operational metrics, including:
• First Contact Resolution (FCR)
• Average Handle Time (AHT)
• Customer Satisfaction (CSAT)
• Escalation rates
• Coaching effectiveness
• Use performance insights to improve technical capability, coaching strategies, and operational outcomes.
• Partner with Workforce Management, Customer Experience, and operational leaders to align coaching initiatives with business objectives.
• Recommend process improvements that reduce inefficiencies and improve service delivery.

• Lead initiatives that reduce support escalations and improve case ownership.
• Perform root cause analysis on recurring issues.
• Improve overall resolution quality by strengthening frontline technical capability.
• Enable support teams to independently resolve increasingly complex customer issues.

• Drive adoption of AI-enabled support technologies.
• Develop automation solutions, AI-assisted workflows, and productivity tools to streamline technical support processes.
• Perform basic to intermediate scripting and automation using technologies such as Python, SQL, and related tools.
• Design AI-assisted workflows that improve knowledge retrieval, automate repetitive troubleshooting activities, and increase agent productivity.
• Partner with internal teams to integrate AI capabilities into support operations.
• Train coaches and support teams on AI tools, automation practices, and emerging technologies.

• Support onboarding, nesting, and ongoing development of Technical Coaches and support specialists.
• Promote completion of technical certifications and product training.
• Develop and maintain:
• Microlearning materials
• Quick reference guides
• Technical documentation
• AI-assisted learning resources
• Measure training effectiveness and recommend enhancements to learning programs.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Business, or a related field, or equivalent professional experience.
• At least 2 years of experience supporting enterprise software, SaaS, ERP, CRM, or similar platforms.
• Minimum 2 years of experience in a Technical Coach or comparable technical enablement role.
• At least 1 year of experience in coaching, training, mentoring, or team leadership.
• Proven success coaching technical teams within a metrics-driven support environment.
• Experience supporting complex software applications, including enterprise business systems.
• Working knowledge of AI tools, automation technologies, and scripting using Python or similar languages.

• Professional certifications in coaching, leadership, or technical enablement.
• Product certifications related to enterprise software platforms.
• Experience implementing AI-assisted support solutions or workflow automation.
• Experience delivering structured technical training programs and capability development initiatives.

• Strong expertise supporting enterprise SaaS or business software platforms.
• Advanced troubleshooting and problem-solving skills.
• Working knowledge of:
• SQL and data analysis
• CRM and ticketing platforms
• Knowledge management systems
• Basic to intermediate Python scripting or automation development.
• Familiarity with AI-enabled support platforms and automation tools.
• Experience using customer support, case management, and collaboration platforms.

• Excellent coaching, mentoring, and leadership abilities.
• Strong analytical and critical thinking skills.
• Excellent written and verbal communication skills.
• Strong stakeholder management and collaboration capabilities.
• Ability to simplify complex technical concepts for diverse audiences.
• Results-oriented with strong organizational and time management skills.
• Passion for continuous learning, innovation, and operational excellence.