Technical Support Trainer

About the Role

As a Senior Technical Coach , you will lead technical enablement and performance coaching for Technical Coaches and/or frontline Technical Customer Support agents.

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.
• 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 .
• Can start by September 28

Good-to-Have

• Learn2Lead / Lead2Succeed certification.
• Strong proficiency in relevant RealPage platforms
• RealPage product certifications across multiple modules.
• Coaching certification.