Technical Coach II

We Search Searchers Staffers Corp; Pasig; Hybrid; PHP 900,000 - 1,200,000; Full time

Benefits offered by this job

Hybrid work setup

Occasional overtime or on-call support

Job summary

We Search Searchers Staffers Corp is seeking an experienced Technical Enablement Leader to guide advanced technical coaching for SaaS support teams in a hybrid Manila-area setting.

You will mentor coaches, drive AI-enabled initiatives, and partner with Product and Engineering to elevate knowledge sharing and issue resolution.

Qualifications

• Bachelor's degree in IT, Business, or related field.
• At least 2+ years in technical SaaS support or property technology.
• Proven experience as Technical Coach or similar leadership role.
• Experience with Python, AI tools, automation, or scripting.
• Strong coaching, communication, and KPI-driven performance focus.

Responsibilities

• Provide advanced technical coaching to frontline Customer Support agents.
• Conduct 1:1 and group coaching sessions focused on troubleshooting depth, 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 case-based learning sessions.
• Act as a subject matter expert for complex SaaS products.
• Build advanced troubleshooting capabilities across teams.
• Partner with crossfunctional teams to resolve recurring issues and improve knowledge base.
• Facilitate deepdive sessions and case reviews for high-complexity scenarios.
• Identify skill gaps and design learning paths.
• Ensure adoption of best practices and troubleshooting frameworks.
• Deliver advanced technical training sessions.
• Drive AI-enabled support capabilities and AI workflows.
• Train Technical Coaches and agents on AI tool usage.
• Support onboarding, nesting, and upskilling; ensure certification coverage.
• Develop microlearning modules and AI-assisted training materials.
• Measure and improve training effectiveness scores.

Skills

Technical coaching

SaaS support

Leadership

Performance coaching

Data interpretation

Communication

Education

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

Tools

Python

SQL

AI tools

Automation platforms

Salesforce

Zendesk

JIRA

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.