Senior Technical Coach

About the Role

As a Senior Technical Coach, you will lead technical enablement and performance coaching for Technical Coaches and/or frontline Customer Support agents handling complex products such as OneSite, Knock, and Accounting.

You'll help teams improve key operational metrics such as FCR, AHT, CSAT, and escalation rates, while also driving technical innovation through Python, automation, AI tools, and agentic AI solutions.

Key Responsibilities

• Provide technical and performance coaching through regular 1:1 sessions.
• Coach teams on troubleshooting depth, FCR, AHT, CSAT, and resolution quality.
• Manage performance improvement and career development plans.
• Mentor Technical Coaches and improve coaching effectiveness.
• Support complex product issues involving integrations, accounting errors, and CRM configurations.
• Act as a subject matter expert for complex RealPage products such as OneSite, Knock, and Accounting.
• Lead deep-dive sessions and case reviews for high-complexity issues.
• Identify technical and performance skill gaps and create targeted learning paths.
• Monitor and analyze FCR, AHT, CSAT, escalation rates, and coaching effectiveness.
• Lead initiatives to reduce escalations and improve resolution ownership.
• Perform root cause analysis on recurring technical issues.
• Partner with Product, Engineering, CX, WFM, Training, and Tier 2/3 teams to improve support outcomes.
• Develop and implement AI-enabled support solutions, automation scripts, and copilots.
• Use Python, SQL, and automation tools to improve support processes.
• Design agentic AI workflows that automate troubleshooting and improve knowledge retrieval.
• Train Technical Coaches and agents on AI tools and best practices.
• Develop microlearning modules, quick reference guides, and AI-assisted training materials.

Must-Have Qualifications

• Bachelor's degree in IT, Business, or a related field, or equivalent experience.
• 2+ years of technical support experience, preferably in SaaS, ERP, or property technology.
• 1+ year of coaching, training, or leadership experience.
• Minimum 2 years of experience as a Technical Coach or equivalent role.
• Experience supporting complex products, such as SaaS, accounting, CRM, or similar platforms.
• Proven experience in performance coaching within a metric-driven environment.
• Strong troubleshooting skills in SaaS environments.
• Working knowledge of SQL/data analysis.
• Experience with ticketing systems such as Salesforce, Zendesk, or JIRA.
• Basic to intermediate Python coding/scripting skills.
• Experience using AI tools and automation platforms.
• Strong proficiency in relevant RealPage platforms, including OneSite, Knock, Accounting, or similar complex product environments.

Good-to-Have

• Learn2Lead / Lead2Succeed certification.
• RealPage product certifications across multiple modules.
• Coaching certification.