Senior Technical Coach for AI-Powered SaaS Support

Quess Philippines Corp.

Eastern Manila District

Hybrid

PHP 600,000 - 900,000

Full time

7 days ago

Be an early applicant

Get a reply from this employer

Your resume and cover letter, tailored to exactly what they’re hiring for.

Get past ATS filters

Job summary

Quess Philippines Corp. is seeking a Technical Coach II to lead advanced technical coaching for frontline Customer Support teams within a SaaS/ERP environment. The role focuses on improving FCR, AHT, CX, and knowledge transfer, while mentoring other Technical Coaches.

The position requires deep product expertise (OneSite, Knock, Accounting) and collaboration with Tier 2/3, Product, and Engineering to resolve recurring issues and enhance documentation. A hybrid work setup is available.

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, FCR, AHT, and CX.
Mentor and support Technical Coaches to improve coaching effectiveness.
Coach agents handling complex product issues, integrations, accounting errors, and configuration challenges.
Conduct deep-Dive technical reviews and case-based learning sessions.