Role Overview

A global SaaS technology organization is seeking a Technical Enablement Specialist (AI & Support Operations) to support technical coaching, troubleshooting, and capability-building initiatives within customer support teams.

This role focuses on hands-on technical support enablement, coaching frontline agents, improving troubleshooting effectiveness, and contributing to AI-assisted support tools and automation initiatives.

Key Responsibilities

The Technical Enablement Specialist will provide technical coaching and support to customer-facing teams handling SaaS products and system configurations. The role includes conducting coaching sessions focused on improving troubleshooting skills, resolution quality, and support performance metrics such as FCR, AHT, and CSAT.

The role involves supporting agents with complex technical issues, assisting ...