Job Ad
We're looking for a
Technical Coach to join Procore's
Subject Matter Expert team. In this role, you'll guide Support Representatives and Customer Success employees toward technical excellence by providing deep product knowledge and troubleshooting guidance. Your primary goal is to act as a dependable technical resource to ensure successful customer outcomes and see complex issues through to completion.
As a
Technical Coach, you'll partner with leadership, Product, and Engineering teams to provide team development feedback, triage complex issues, and manage the lifecycle of technical escalations. Use your technical expertise, emotional intelligence, and diligence to drive a positive influence across the team and ensure the highest standards of service quality. Join us in our mission to elevate technical support
Apply today!
This position reports to our
Technical Advising Manager and will be based in Cairo, Egypt. We're looking for someone to join our team immediately.
What you'll do:
- Provide real-time support and coaching to team members, identifying and addressing individual technical growth needs.
- Drive positive team morale and contribute to a high-quality employee experience through mentorship and collaboration.
- Triage emergent issues by diving into logs and diagnostic tools to identify severity and guide the Support team toward resolution.
- Assist Support, CS, and PSE teams by ensuring technical tickets are complete with necessary data, logs, and feedback.
- Manage client escalations by providing quality customer service and technical expertise to close the loop on complex cases.
- Contribute to the internal knowledge base and ongoing learning initiatives by creating documentation and training in collaboration with Enablement.
- Communicate product initiatives, updates, and change management details during standups and team meetings.
- Support the Product Support Engineer (PSE) team by filling in on meetings and support channels to maintain continuous technical coverage.
What we're looking for:
- Education: Bachelor's degree (BA/BS) or equivalent practical education and experience.
- Experience: 4+ years of experience in a technical support environment.
- Product Expertise: Robust working knowledge/experience of a SaaS platform or a demonstrated ability to master complex software products at a deep level.
- Communication Skills: Proven ability to communicate technical concepts clearly and effectively to both technical and non-technical stakeholders.
- Prioritization: Strong organizational and time management skills with the ability to effectively prioritize and escalate customer issues as required.
- Leadership Potential: A desire to pursue growth in future product or leadership roles, with a focus on encouraging and motivating others.
- Technical Aptitude: Experience with JIRA, log analysis tools, and collaborative support communication systems.
