Customer Support - Senior Technical Coach

Overview

The Senior Technical Coach leads technical enablement and performance coaching across both Technical Coaches or frontline Customer Support agents handling complex products (e.g., OneSite, Knock, Accounting). This role expands beyond technical coaching into direct performance coaching, ensuring agents and coaches meet operational KPIs, deliver high-quality resolutions, and continuously improve. The role is responsible for bridging technical expertise, coaching excellence, and operational performance, while also driving innovation through AI enablement, including coding, automation, and development of agentic AI solutions to enhance support delivery. The Senior Technical Coach operates with a hybrid span of responsibility:• Oversees and mentors Technical Coaches or;• Directly supports a small group of complex-product agents (ideal ratio 1:5) through performance and technical coaching This position collaborates closely with Product, Engineering, CX, WFM, and Training teams to optimize processes, reduce escalations, and elevate both technical and customer experience outcomes.

Responsibilities

Technical & Performance Coaching

Provide dual-layer coaching (Technical + Performance) to both Technical Coaches and assigned frontline agents:

• Conduct 1:1 coaching sessions focused on:
• Technical troubleshooting depth
• First Contact Resolution (FCR)
• Average Handle Time (AHT)
• Customer Experience (CX/CSAT)
• Manage performance improvement plans and career development plans
• Coach agents handling complex product issues (e.g., integrations, accounting errors, CRM configurations)
• Mentor Technical Coaches to improve coaching effectiveness and knowledge transfer
• Maintain standard span of control (1:5) for direct agent coaching to ensure depth and quality

Complex Product Support Enablement

• Act as a subject matter expert for complex RealPage products (e.g., OneSite, Knock, Accounting)
• Drive advanced troubleshooting capability building across teams
• Partner with Tier 2/3, Product, and Engineering to:
• Resolve recurring issues
• Improve knowledge base and documentation
• Lead deep-dive sessions and case reviews for high-complexity scenarios

Technical Enablement Strategy Execution

• Identify skill gaps across agents and Technical Coaches
• Design and implement targeted technical learning paths
• Ensure consistent adoption of best practices and troubleshooting frameworks
• Facilitate advanced technical training sessions

KPI Management & Data-Driven Coaching

• Monitor and analyze:
• FCR, AHT, CSAT
• Escalation rates
• Coaching effectiveness metrics
• Use insights to:
• Drive behavioral and technical improvements
• Refine coaching strategies
• Collaborate with WFM and CX teams to align performance with business needs
• Recommend process improvements to reduce inefficiencies and escalations

Escalation Reduction & Resolution Quality

• Lead initiatives to reduce escalations and improve resolution ownership
• Perform root cause analysis on recurring issues
• Improve PME (Product Management Escalation) resolution quality
• Ensure frontline teams are empowered to handle complex scenarios independently

AI, Automation & Innovation

Drive adoption of AI-enabled support capabilities:

• Develop and implement AI-driven solutions (e.g., copilots, automation scripts)
• Perform basic to intermediate coding/scripting (e.g., SQL, Python, automation tools)
• Design and build agentic AI workflows to:
• Automate repetitive troubleshooting steps
• Enhance knowledge retrieval
• Improve agent productivity
• Partner with internal teams to integrate AI into support operations
• Train Technical Coaches and agents on AI tool usage and best practices

Training & Continuous Learning

• Support onboarding, nesting, and upskilling of agents and Technical Coaches
• Ensure product certification coverage across teams
• Develop:
• Microlearning modules
• Quick reference guides
• AI-assisted training materials
• Measure and improve training effectiveness scores

Qualifications

Required:

• Bachelor’s degree in IT, Business, or related field (or equivalent experience)
• 2+ years in technical support (SaaS, ERP, or property tech preferred)
• 1+ year in coaching, training, or leadership role
• Experience supporting complex products (e.g., OneSite, Accounting, CRM tools)
• Proven experience in performance coaching in a metrics-driven environment
• Minimum 2 years experience as Technical Coach or equivalent role
• Experience in Phyton, AI tools, automation, or scripting

Preferred

• Certification in Learn2Lead / Lead2Succeed
• RealPage product certifications (multiple modules)
• Coaching Certification

KNOWLEDGE/SKILLS/ABILITIES

Required:

Technical Skills:

•   Strong proficiency in RealPage platforms (OneSite, Knock, Accounting, etc.)
• Advanced troubleshooting in SaaS environments
• Working knowledge of:
• SQL / data analysis
• Ticketing systems (Salesforce, Zendesk, JIRA)
• Basic to intermediate Phyton coding/scripting skills
• Experience with AI tools and automation platforms

Coaching & Analytical Skills

• Ability to integrate technical coaching with performance coaching
• Strong data interpretation and KPI management skills
• Skilled in developing actionable improvement plans

Ability to lead high-impact coaching conversations