AI-Driven Technical Coach - SQL & SaaS Support Lead

Hammerjack Pty Ltd

Philippines

Hybrid

PHP 600,000 - 900,000

Full time

5 days ago

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Job summary

Hammerjack Pty Ltd seeks a Senior Technical Coach to lead technical enablement and performance coaching across Technical Coaches and frontline Customer Support teams handling complex SaaS products. The role blends technical depth with coaching excellence, driving AI enablement and automation to improve support delivery in a hybrid setup with Ortigas/ Pasig or Cebu City locations.

The ideal candidate has 2+ years in technical support, 2+ years as a Technical Coach, 1+ year in leadership, and

Qualifications

Bachelor's degree in IT, Business, or related field.
2+ years in technical support (SaaS, ERP, or property tech) and 2+ years as Technical Coach — required.
1+ year in a coaching, training, or leadership role is required.
Experience with Python, AI tools, automation, or scripting is required.
Working knowledge of SQL and ticketing systems (Salesforce, Zendesk, JIRA).
Coaching certification or Learn2Lead/Lead2Succeed preferred.

Responsibilities

Provide dual-layer coaching (Technical + Performance) covering troubleshooting depth, FCR, AHT, and CSAT; manage PIPs and career development plans.
Act as subject matter expert for complex products; lead deep-dive sessions, case reviews, and escalation reduction initiatives.
Identify skill gaps, design targeted learning paths, and facilitate advanced technical training.
Monitor KPIs and use data-driven insights to drive behavioral and technical improvements.
Develop AI-driven solutions, automation scripts, and agentic AI workflows; train teams on AI tools and best practices.
Support onboarding, upskilling, and product certification coverage across teams.