Technical Coach II

We Search Searchers Staffers Corp; Metro Manila; Hybrid; PHP 900,000 - 1,300,000; Full time

Benefits offered by this job

Hybrid work setup

Job summary

We Search Searchers Staffers Corp is seeking a Technical Enablement Leader to guide advanced coaching for our remote Asia-Pacific support teams. You will mentor coaches, lead sessions on complex SaaS issues, and drive improvements in FCR, AHT, CX, and knowledge sharing.

A background in SaaS support, Python, AI tools, and scripting is preferred, with at least 2 years in coaching. The role emphasizes collaboration with Product and Engineering and a hybrid work setup in Metro Manila.

Qualifications

• Bachelor’s degree in IT, Business, or related field (or equivalent experience).
• 2+ years in technical support (SaaS, ERP, or property technology preferred).
• Experience supporting complex SaaS products.
• Minimum 2 years as Technical Coach or equivalent role.
• Experience with 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 FCR, AHT, CX/CSAT, and resolution quality.
• Mentor and support Technical Coaches to strengthen coaching effectiveness and knowledge transfer.
• Coach agents handling complex product issues, integrations, and configuration challenges.
• Lead deepdive technical reviews and casebased learning sessions.
• Act as SME for complex SaaS products and build advanced troubleshooting capabilities.
• Partner with Product, Engineering, Tier 2/3 Support to resolve recurring issues and improve KB.

Skills

SaaS platforms

Cloud environments

Data interpretation

KPI management

Coaching

Leadership

Automation

SQL analytics

Ticketing systems

Education

Bachelor’s degree in IT, Business, or related field

Tools

Salesforce

Zendesk

JIRA

Python

Job description

Primary Responsibilities:

Technical Support Leadership:

• Provide advanced technical coaching to frontline Customer Support agents
• Conduct 1:1 and group coaching sessions focused on:
• Troubleshooting depth
  • First Contact Resolution (FCR)
  • Average Handle Time (AHT)
  • Customer Experience (CX/CSAT)
  • Resolution quality
• Mentor and support Technical Coaches to strengthen coaching effectiveness and knowledge transfer.
• Coach agents handling complex product issues, integrations, and configuration challenges.
• Lead deepdive technical reviews and casebased learning sessions.

Complex Product Support Enablement

• Act as a subject matter expert for complex SaaS products.
• Build advanced troubleshooting capabilities across teams.
• Partner with crossfunctional teams (Product, Engineering, Tier 2/3 Support) to:
  • Resolve recurring issues.
  • Improve knowledge base and documentation
• Facilitate deepdive sessions and case reviews for highcomplexity scenarios.

Technical Enablement Strategy Execution

• Identify skill gaps across agents and Technical Coaches.
• Design and implement targeted technical learning paths.
• Ensure consistent adoption of best practices and troubleshooting frameworks.
• Deliver advanced technical training sessions.

AI, Automation & Innovation

• Drive adoption of AIenabled support capabilities.
• Develop and implement AIdriven solutions (e.g., copilots, automation scripts).
• Apply basic to intermediate coding/scripting (SQL, Python, automation tools).
• Design agentic AI workflows to:
  • Automate repetitive troubleshooting steps
  • Enhance knowledge retrieval
  • Improve agent productivity
• Partner with internal teams to integrate AI into support operations.
• Train Technical Coaches and agents on AI tool usage and best practices.

Training & Continuous Learning

• Support onboarding, nesting, and upskilling of agents and Technical Coaches.
• Ensure product certification coverage across teams.
• Develop microlearning modules, quick reference guides, and AIassisted training materials.
• Measure and improve training effectiveness scores.

Qualifications:

Required:

• Bachelor’s degree in IT, Business, or related field (or equivalent experience).
• 2+ years in technical support (SaaS, ERP, or property technology preferred).
• Experience supporting complex products in a SaaS environment.
• Minimum 2 years as Technical Coach or equivalent role.
• Experience with Python, AI tools, automation, or scripting.

Preferred:

• Leadership or coaching certifications (e.g., Learn2Lead, Lead2Succeed).
• Product certifications across multiple modules.
• Coaching certification.
• Proven experience in performance coaching within a metricdriven environment.
• 1+ year in coaching, training, or leadership role.

Work Environment:

• Fastpaced, customerfocused support environment.
• Hybrid work setup.
• Occasional overtime or oncall support during critical periods.

Knowledge, Skills & Abilities:

Technical Skills:

• Strong proficiency in SaaS platforms.
• Advanced troubleshooting in cloudbased environments.
• Working knowledge of SQL/data analysis and ticketing systems (e.g., Salesforce, Zendesk, JIRA).
• Basic to intermediate Python coding/scripting.
• Experience with AI tools and automation platforms.

Coaching & Analytical Skills:

• Ability to integrate technical coaching with performance coaching.
• Strong data interpretation and KPI management skills.
• Skilled in developing actionable improvement plans.
• Ability to lead highimpact coaching conversations.