Technical Support Coach

The Tech Coach plays a pivotal role in elevating the skill set, confidence, and service delivery of our customer-facing support teams. Working within the Learning & Development (L&D) organization, the Tech Coach balances real-time technical guidance in internal support channels with structured quality checks, performance coaching, and documentation maintenance. This role acts as a strategic bridge between support technicians, supervisors, and training staff to ensure standard-setting customer experiences.

Key Responsibilities

• Provide real-time technical guidance and troubleshooting support in internal help channels.
• Guide technicians through complex or urgent customer issues by breaking down technical concepts and fostering problem-solving skills rather than simply providing direct answers.
• Instill confidence in frontline staff and set a high standard for customer interaction quality.
• Communicate with Operations and Engineering teams when new issues/bugs arise.
• Evaluate technician ticket, chat, and phone interactions against established QA/QC grading rubrics and automated grading checks.
• Perform monthly human verification audits on sample cases to maintain grading accuracy and calibrate evaluation systems.
• Conduct targeted manual case reviews for agents to isolate root causes and build remediation plans.
• Provide clear and useful feedback for administrators to improve customer service.
• Partner directly with leaders to deliver structured feedback, actionable performance insights, and trend analysis.
• Communicate both performance deficiencies and team accolades to leaders to aid in employee development and recognition.
• Participate in leadership syncs to align coaching priorities with team performance metrics.
• Draft, update, and maintain internal documentation articles to maintain brand consistency and availability of information.
• Identify missing or outdated documentation standard operating procedures during ticket reviews and update relevant sources.
• Assist with training, onboarding, and mentoring new technical hires as they transition onto active shifts.
• Serve as an approachable point of contact for new technicians during their early tenure to accelerate time-to-productivity.
• Drive technical advancement initiatives (e.g., Level 1 to Level 2/3 progression) by designing targeted coaching plans.
• Conduct 1-on-1 coaching sessions to address skill gaps, refine soft skills, and improve technical execution.
• Track recurring technical issues, error patterns, and support trends across shifts.
• Provide feedback and data insights to Trainers regarding widespread knowledge gaps to inform future training modules, team PSAs, and curriculum updates.

Requirements

• Strong proficiency in Web Hosting environments, Linux system administration, and command-line interfaces (CLI).
• Mastery of soft skills, with a demonstrated ability to explain complex technical topics in clear, approachable language.
• Friendly, positive, and energetic approach to mentoring peers and helping others succeed.
• Ability to review support cases, analyze performance data using rubric criteria, and draw objective conclusions.
• High comfort level working in fast-paced text and chat environments while balancing accuracy with responsiveness.

Preferred Qualifications

• Prior experience in technical coaching, mentoring, training, or QA role.
• Experience with specialized web hosting management tools.
• Familiarity with Salesforce CRM and QA evaluation tools.