Senior Technical Coach - AI-Driven SaaS Support Leader

Octal Philippines, Inc.; Pasig; Hybrid; PHP 800,000 - 1,200,000; Full time

Benefits offered by this job

HMO

Company Equipment

Job summary

Octal Philippines, Inc. in Pasig is seeking a Senior Technical Coach to mentor a team of Customer Support Specialists delivering top-tier technical assistance for RealPage customers. This role blends deep technical knowledge with coaching excellence to elevate performance.

You will coach frontline agents, drive AI-enabled support initiatives, reduce escalations, and build coaching capability across the group. Strong RealPage product knowledge and communication skills are essential for success.

Qualifications

• Bachelor’s degree in IT, Business, or related field (or equivalent experience).
• 2+ years in technical support (SaaS, ERP, or property tech preferred).
• Experience supporting complex products (OneSite, Accounting, CRM tools).
• Minimum 2 years experience as Technical Coach or equivalent role.
• Experience in Python, AI tools, automation, or scripting preferred.
• Certification in Learn2Lead / Lead2Succeed.
• Coaching Certification.
• Proven experience in performance coaching in a metric-driven environment.
• 1 year plus in coaching, training, or leadership role.

Responsibilities

• Provides advanced coaching, training, and troubleshooting support to frontline agents while mentoring Technical Coaches through influence and expertise. The role drives technical capability building, escalation reduction, process improvement, and adoption of AI-enabled support solutions.
• By providing hands‑on coaching and creating technical resources, the Technical Coach directly impacts first-call resolution (FCR), escalation rates, and agent confidence.

Skills

RealPage platforms

Technical coaching

SQL / data analysis

SaaS troubleshooting

Education

Bachelor's degree in IT or related field

Tools

Salesforce

Zendesk

JIRA

Python scripting

Job description

Octal Philippines, Inc. in Pasig is seeking a Senior Technical Coach to mentor a team of Customer Support Specialists delivering top-tier technical assistance for RealPage customers. This role blends deep technical knowledge with coaching excellence to elevate performance.

You will coach frontline agents, drive AI-enabled support initiatives, reduce escalations, and build coaching capability across the group. Strong RealPage product knowledge and communication skills are essential for success.