Senior Technical Coach: AI Enablement & Troubleshooting

Octal Philippines Inc.; Pasig; Hybrid; PHP 600,000 - 1,000,000; Full time

Job summary

Octal Philippines Inc. is seeking a Technical Coach II to serve as a senior subject matter expert, coaching frontline agents and mentoring fellow coaches. You will drive technical capability, reduce escalations, and guide AI-enabled support adoption across RealPage products.

The role includes hands-on coaching, case reviews, and collaboration with Product and Engineering to improve knowledge bases and processes. Hybrid work setup in the Philippines.

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 (e.g., OneSite, Accounting, CRM tools).
• Minimum 2 years experience as Technical Coach or equivalent role.
• Experience in 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 Technical troubleshooting depth, FCR, AHT, and CX/CSAT.
• Mentor and support Technical Coaches to improve coaching effectiveness and knowledge transfer.
• Coach agents handling complex product issues, integrations, accounting errors, and configuration challenges.
• Conduct deep-dive technical reviews and case-based learning sessions.
• Act as a subject matter expert for complex RealPage products (OneSite, Knock, Accounting).
• Drive advanced troubleshooting capability building across teams.
• Partner with Tier 2/3, Product, and Engineering to resolve recurring issues and improve knowledge base and documentation.
• Lead deep-dive sessions and case reviews for high-complexity scenarios.
• Identify skill gaps and design targeted learning paths; ensure adoption of best practices and troubleshooting frameworks.

Skills

RealPage platforms

Advanced troubleshooting

SQL

Python

AI tools

Automation

Data interpretation

KPI management

Education

Bachelor’s degree in IT/Business/related field

Tools

Salesforce

Zendesk

JIRA

Job description

Octal Philippines Inc. is seeking a Technical Coach II to serve as a senior subject matter expert, coaching frontline agents and mentoring fellow coaches. You will drive technical capability, reduce escalations, and guide AI-enabled support adoption across RealPage products.

The role includes hands-on coaching, case reviews, and collaboration with Product and Engineering to improve knowledge bases and processes. Hybrid work setup in the Philippines.