Senior Technical Enablement Lead

Our Clients; Pasig; On-site; PHP 1,200,000 - 2,000,000; Full time

Job summary

Our Clients is seeking a Senior Technical Enablement Lead (AI & Support Operations) to drive advanced technical coaching and AI-enabled support innovations across customer-facing teams.

The role blends deep technical expertise with coaching leadership to improve product troubleshooting, team performance, and customer experience. You will support complex product issues, design structured learning paths, and contribute to automation initiatives that boost efficiency and resolution quality.

Qualifications

• 2+ years in technical support for SaaS, ERP, or enterprise platforms.
• 1+ year in coaching, mentoring, or leadership roles.
• Strong troubleshooting and KPI-driven performance mindset.

Responsibilities

• Provide advanced technical and performance coaching to support teams handling complex SaaS products.
• Mentor Enablement Specialists and guide frontline agents in resolving complex issues and sharing knowledge.
• Identify capability gaps and design learning paths to improve technical proficiency and reduce escalations.
• Drive AI and automation initiatives by developing scripts and tools for support efficiency.
• Support training strategy, onboarding, and continuous learning across teams.

Skills

Technical coaching

SaaS support

SQL

Python scripting

Tools

Jira

Zendesk

Salesforce

Job description

Role Overview

A global SaaS technology organization is seeking a Senior Technical Enablement Lead (AI & Support Operations) to drive advanced technical coaching, performance improvement, and AI-enabled support innovation across customer-facing support teams.

This role combines deep technical expertise, coaching leadership, and automation capability. The successful candidate will support complex product troubleshooting, enhance team performance through KPI-driven coaching, and design AI-enabled solutions to improve support efficiency, resolution quality, and customer experience.

Key Responsibilities

• Provide advanced technical and performance coaching to support teams handling complex SaaS products and configurations, conducting structured coaching sessions focused on troubleshooting depth, resolution quality, customer experience, and key support KPIs such as FCR, AHT, and CSAT.
• Mentor Technical Enablement Specialists and guide frontline support agents in resolving complex technical issues, including integrations, configuration challenges, and system-related errors; lead deep‑dive case reviews and facilitate technical knowledge‑sharing sessions.
• Identify capability gaps across teams and design structured learning paths to improve technical proficiency and performance consistency; collaborate with engineering, product, and operations teams to improve documentation, resolve recurring issues, and reduce escalations.
• Drive AI and automation initiatives by developing scripts, tools, or workflows that enhance support efficiency, contributing to AI‑enabled solutions such as automation scripts, knowledge‑retrieval improvements, and productivity‑enhancing tools for support operations.
• Support training strategy execution, onboarding programs, and continuous learning initiatives while ensuring consistent application of best practices across teams.

Qualifications & Experience

• At least 2+ years of technical support experience in SaaS, ERP, or enterprise platforms, and 1+ year in a coaching, mentoring, or leadership capacity.
• Strong experience in troubleshooting complex technical issues, supporting enterprise systems, and working in performance‑driven environments; exposure to support metrics such as FCR, AHT, and CSAT, and driving improvement initiatives.
• Hands‑on experience with SQL, basic scripting (e.g., Python), ticketing systems (e.g., Jira, Zendesk, Salesforce), and AI or automation tools; experience working with enterprise SaaS platforms strongly preferred.
• Strong communication, analytical thinking, problem-solving ability, and the ability to influence and coach teams across different levels.

Impact of the Role

This role plays a critical part in improving support performance, technical capability, and operational efficiency. By combining coaching, technical expertise, and AI‑driven enablement, the Senior Technical Enablement Lead helps elevate service quality, reduce escalations, and improve overall customer experience.