Sr Technical Coach

About the role

You will provide technical coaching and mentorship to Customer Support Specialists and Technical Coaches while driving operational excellence through advanced troubleshooting, process improvement, and AI-enabled solutions.

Key responsibilities

• Coach and mentor Customer Support Specialists and Technical Coaches
• Provide advanced technical support and troubleshooting for complex software applications
• Conduct coaching sessions to improve First Contact Resolution (FCR), Average Handle Time (AHT), Customer Satisfaction (CSAT), and overall support quality
• Collaborate with Product, Engineering, and Tier 2/3 teams to resolve technical issues and improve knowledge resources
• Develop and deliver technical training materials, learning modules, and coaching programs
• Support AI and automation initiatives, including Python scripting and AI-powered support solutions
• Assist in onboarding, upskilling, and continuous learning initiatives

About you

• Bachelor's degree in Information Technology, Business, or a related field
• At least 2 years of experience in technical support (SaaS, ERP, or Property Technology is an advantage)
• Minimum 2 years of experience as a Technical Coach or in a similar coaching role
• Experience supporting complex software applications such as ERP, CRM, or accounting systems
• Knowledge of Python, SQL, AI tools, or automation scripting is preferred
• Strong technical troubleshooting, coaching, analytical, and communication skills