Senior Technical Support & Performance Coach

Job Overview

We are looking for a Senior Technical Coach to help improve the technical capabilities, performance, and overall effectiveness of our customer support teams.

This role combines technical troubleshooting, employee coaching, performance management, and process improvement. You will work closely with support teams to resolve complex issues, improve key performance metrics, reduce escalations, and deliver a better customer experience.

The ideal candidate has a background in technical support, preferably within an IT, software, SaaS, fintech, banking, or other financial services company, and is comfortable using data, technology, and AI tools to improve team performance.

Key Responsibilities

• Coach and mentor technical support agents and team coaches to improve troubleshooting skills, productivity, and service quality.

• Conduct regular one-on-one coaching sessions and create performance improvement plans when needed.

• Monitor key performance indicators, including customer satisfaction, first-contact resolution, handling time, and escalation rates.

• Provide guidance on complex technical issues involving software applications, system configurations, integrations, and data-related concerns.

• Work with Product, Engineering, Quality, Training, and Operations teams to resolve recurring issues and improve support processes.

• Identify technical skill gaps and develop training materials, knowledge resources, and learning plans.

• Analyze performance trends and recommend actions to improve team efficiency and customer experience.

• Identify opportunities to use AI tools, automation, and scripting to streamline support activities and reduce repetitive tasks.

• Support the adoption of new tools, technologies, and best practices across the support organization.

Qualifications and Requirements

• Bachelor's degree in Information Technology, Computer Science, Business, or a related field, or equivalent practical experience.

• At least 2 years of experience in technical support, application support, software support, or a related technical role.

• At least 1 year of experience in coaching, training, mentoring, quality, or team leadership.

• Experience working in a metrics-driven environment and using performance data to identify improvement opportunities.

• Strong troubleshooting, analytical, communication, and problem-solving skills.

• Familiarity with ticketing systems, CRM platforms, databases, or enterprise software applications.

• Basic knowledge of SQL, Python, scripting, or automation tools is an advantage.

• Familiarity with AI-powered tools and their application in customer support or business operations is preferred.

• Ability to coach employees, manage performance gaps, and communicate technical concepts clearly.

Preferred Industry Background

Candidates with experience in the following industries are strongly encouraged to apply:

• IT services and technology companies

• Software development and SaaS companies

• Banking, financial services, and fintech companies

• Enterprise software, ERP, CRM, or application support environments

• Other organizations with complex technical support operations and measurable service KPIs

Preferred Skills

• Experience supporting complex software products or enterprise applications.

• Exposure to AI tools, workflow automation, or process improvement initiatives.

• Experience conducting root cause analysis and reducing recurring technical issues.

• Relevant technical, coaching, training, or leadership certifications.

We welcome candidates with transferable technical support and coaching experience. Experience with a specific product or platform is an advantage, but not a requirement.