Technical Coach
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Key Responsibilities
-Provide advanced technical coaching through 1:1 and group sessions covering FCR, AHT, CSAT, and resolution quality. -Mentor Technical Coaches and coach frontline agents on complex product issues, integrations, and configuration challenges. -Act as subject matter expert for complex products; partner with Tier 2/3, Product, and Engineering to resolve recurring issues and improve documentation. -Design targeted technical learning paths and facilitate advanced training sessions. -Develop AI-driven solutions, automation scripts, and agentic workflows; train teams on AI tools and best practices. -Support onboarding, upskilling, and product certification coverage; develop microlearning and AI-assisted training materials. Qualifications -Bachelor's degree in IT, Business, or related field (or equivalent experience). -2+ years in technical support (SaaS, ERP, or property tech) and 2+ years as Technical Coach is required. -Experience with Python, AI tools, automation, or scripting is required. -Working knowledge of SQL and ticketing systems (Salesforce, Zendesk, JIRA). -1+ year in coaching, training, or leadership role preferred. -Coaching certification or product certifications preferred.
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