SaaS Technical Coach

Senior Technical Coach

The Senior Technical Coach supports Technical Coaches and Customer Support agents by providing technical guidance, coaching, and training. The role focuses on improving technical skills, customer support performance, and overall team results, while also exploring AI and automation tools to improve support processes.

Key Responsibilities

Coaching & Mentorship

• Coach and mentor Technical Coaches and Customer Support agents.
• Conduct regular coaching sessions focused on technical skills and key performance metrics.
• Support performance improvement and career development.
• Help Technical Coaches improve their coaching and knowledge-sharing skills.

Technical Support & Training

• Serve as a subject matter expert for complex SaaS products.
• Help teams improve their troubleshooting and problem-solving skills.
• Conduct technical training, case reviews, and knowledge-sharing sessions.
• Work with Product, Engineering, and other support teams to address recurring technical issues.

Performance & Process Improvement

• Monitor key metrics such as FCR, AHT, CSAT, and escalation rates.
• Use performance data to identify areas for improvement.
• Help reduce escalations and improve the quality of customer resolutions.
• Recommend simple process improvements to improve team efficiency.

AI & Automation

• Explore and implement AI tools and automation to improve support processes.
• Create or support basic scripts and automation using tools such as Python or SQL.
• Help teams use AI tools effectively for troubleshooting and knowledge sharing.
• Promote the use of technology to improve productivity and customer support.

Training & Development

• Support onboarding, training, and upskilling programs.
• Develop simple training materials, guides, and learning resources.
• Help ensure team members have the required product knowledge and certifications.
• Track training results and identify opportunities for improvement.

Qualifications

Required:

• Bachelor’s degree in IT, Business, or a related field, or equivalent experience.
• At least 2 years of technical support experience, preferably in SaaS, ERP, or property technology.
• At least 1 year of experience in coaching, training, or team leadership.
• Experience supporting complex SaaS products.
• At least 2 years of experience as a Technical Coach or in a similar role.
• Experience with AI tools, automation, Python, or scripting.
• Strong troubleshooting, coaching, and communication skills.
• Experience working with performance metrics and using data to identify improvements.
• Open to reporting onsite for the first three months upon selection.

Preferred:

• Coaching or leadership certifications.
• RealPage product certifications across multiple modules.

Technical Skills

• Strong SaaS troubleshooting skills.
• Working knowledge of SQL and data analysis.
• Familiarity with ticketing systems such as Salesforce, Zendesk, or JIRA.
• Basic to intermediate Python or scripting skills.
• Familiarity with AI tools and automation platforms.
• Ability to combine technical coaching with performance coaching.
• Strong problem-solving and decision-making skills.