Senior Technical Support Coach (AI & Automation)

Create Synergies Inc.; Pasig; On-site; PHP 900,000 - 1,200,000; Full time

Job summary

Create Synergies Inc. is seeking a Senior Technical Enablement Lead (AI & Support Operations) to coach and elevate our customer-facing support teams.

You will drive KPI-driven coaching, mentor Enablement Specialists, and design AI-enabled solutions to improve resolution quality and customer experience. The role requires hands-on troubleshooting of SaaS enterprise platforms, experience with Jira, Zendesk, Salesforce, and scripting in Python, plus strong communication and analytical skills to

Qualifications

• 2+ years of technical support experience in SaaS, ERP, or enterprise platforms.
• 1+ year in a coaching, mentoring, or leadership capacity.
• Experience troubleshooting complex technical issues and supporting enterprise systems.
• Exposure to support metrics (FCR, AHT, CSAT) and improvement initiatives.
• Hands-on with SQL and basic scripting (Python).
• Familiarity with Jira, Zendesk, Salesforce, and automation tools.

Responsibilities

• Provide advanced technical and performance coaching to support teams handling complex SaaS products.
• Mentor Technical Enablement Specialists and guide frontline agents on complex issues.
• Lead deep-dive case reviews and facilitate knowledge-sharing sessions.
• Identify capability gaps and design structured learning paths to improve proficiency and performance.
• Collaborate with engineering, product, and operations to improve docs, reduce escalations, and drive AI/automation initiatives.
• Support training strategy execution, onboarding programs, and continuous learning across teams.

Skills

Technical support

Coaching leadership

Troubleshooting

AI automation

SQL

Python scripting

Ticketing systems

Communication

Analytics

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

The Senior Technical Enablement Lead will provide advanced technical and performance coaching to support teams handling complex SaaS products and configurations. This includes conducting structured coaching sessions focused on troubleshooting depth, resolution quality, customer experience, and key support KPIs such as FCR, AHT, and CSAT.

The role involves mentoring Technical Enablement Specialists and guiding frontline support agents in resolving complex technical issues, including integrations, configuration challenges, and system-related errors. The candidate will also lead deep-dive case reviews and facilitate technical knowledge-sharing sessions.

In addition, this role is responsible for identifying capability gaps across teams and designing structured learning paths to improve technical proficiency and performance consistency. The Senior Technical Enablement Lead will collaborate with engineering, product, and operations teams to improve documentation, resolve recurring issues, and reduce escalations.

A key part of the role includes driving AI and automation initiatives by developing scripts, tools, or workflows that enhance support efficiency. This includes contributing to AI-enabled solutions such as automation scripts, knowledge retrieval improvements, and productivity-enhancing tools for support operations.

The role also supports training strategy execution, onboarding programs, and continuous learning initiatives while ensuring consistent application of best practices across teams.

Qualifications & Experience

The ideal candidate has at least 2+ years of technical support experience in SaaS, ERP, or enterprise platforms, along with 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 is required. The candidate should have exposure to support metrics such as FCR, AHT, and CSAT, along with experience 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 is required. Experience working with enterprise SaaS platforms is strongly preferred.

The role requires 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.