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Identify missing or outdated documentation standard operating procedures during ticket reviews and update relevant sources.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.