Senior Technical Coach - AI-Driven SaaS Support

We Search Searchers Staffers Corp; Metro Manila; Hybrid; PHP 900,000 - 1,300,000; Full time

Benefits offered by this job

Hybrid work setup

Job summary

We Search Searchers Staffers Corp is seeking a Technical Enablement Leader to guide advanced coaching for our remote Asia-Pacific support teams. You will mentor coaches, lead sessions on complex SaaS issues, and drive improvements in FCR, AHT, CX, and knowledge sharing.

A background in SaaS support, Python, AI tools, and scripting is preferred, with at least 2 years in coaching. The role emphasizes collaboration with Product and Engineering and a hybrid work setup in Metro Manila.

Qualifications

• Bachelor’s degree in IT, Business, or related field (or equivalent experience).
• 2+ years in technical support (SaaS, ERP, or property technology preferred).
• Experience supporting complex SaaS products.
• Minimum 2 years as Technical Coach or equivalent role.
• Experience with Python, AI tools, automation, or scripting.

Responsibilities

• Provide advanced technical coaching to frontline Customer Support agents.
• Conduct 1:1 and group coaching sessions focused on FCR, AHT, CX/CSAT, and resolution quality.
• Mentor and support Technical Coaches to strengthen coaching effectiveness and knowledge transfer.
• Coach agents handling complex product issues, integrations, and configuration challenges.
• Lead deepdive technical reviews and casebased learning sessions.
• Act as SME for complex SaaS products and build advanced troubleshooting capabilities.
• Partner with Product, Engineering, Tier 2/3 Support to resolve recurring issues and improve KB.

Skills

SaaS platforms

Cloud environments

Data interpretation

KPI management

Coaching

Leadership

Automation

SQL analytics

Ticketing systems

Education

Bachelor’s degree in IT, Business, or related field

Tools

Salesforce

Zendesk

JIRA

Python

Job description

We Search Searchers Staffers Corp is seeking a Technical Enablement Leader to guide advanced coaching for our remote Asia-Pacific support teams. You will mentor coaches, lead sessions on complex SaaS issues, and drive improvements in FCR, AHT, CX, and knowledge sharing.

A background in SaaS support, Python, AI tools, and scripting is preferred, with at least 2 years in coaching. The role emphasizes collaboration with Product and Engineering and a hybrid work setup in Metro Manila.