Technical Coach - Trainer

Our Clients; Pasig; On-site; PHP 600,000 - 900,000; Full time

Job summary

Our Clients is seeking an experienced Technical Coach - Trainer to drive technical capability development across customer support teams. The role focuses on coaching, mentoring, and AI-enabled enablement to reduce escalations and improve customer experience.

You will lead advanced troubleshooting, develop learning paths, and collaborate with product and engineering teams to improve knowledge bases and processes within a fast-paced support environment.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Business, or related field, or equivalent professional experience.
• Minimum of 2 years in technical support within SaaS, ERP, enterprise software, or similar environments.
• At least 2 years in a technical coaching, training, mentoring, or comparable role.
• Hands-on experience with Python, scripting, automation, or AI-enabled technologies.

Responsibilities

• Deliver coaching sessions to customer support professionals focusing on troubleshooting, resolution quality, and customer experience.
• Mentor coaches and support specialists to strengthen coaching effectiveness and knowledge transfer.
• Guide support teams in resolving complex product, configuration, integration, and application issues.
• Develop structured learning paths and measure performance outcomes.

Skills

Python scripting

Coaching/mentoring

Technical support

Automation

Enterprise software

Education

Bachelor's degree in IT/CS or related

Job description

Job Overview

We are seeking an experienced Technical Coach - Trainer to drive technical capability development across customer support teams through coaching, mentoring, and technical enablement. This role serves as a senior technical subject matter expert responsible for improving agent performance, reducing escalations, and enhancing customer experience through advanced troubleshooting, structured coaching, and the adoption of AI-enabled support solutions. The ideal candidate combines strong technical support expertise with coaching experience and a passion for developing high-performing support professionals.

Key Responsibilities

Technical Coaching & Performance Development

• Deliver one-on-one and group coaching sessions to customer support professionals, focusing on technical troubleshooting, resolution quality, and customer experience.
• Mentor technical coaches and support specialists to strengthen coaching effectiveness, technical expertise, and knowledge transfer.
• Guide support teams in resolving complex product, configuration, integration, and application issues.
• Conduct case reviews and technical deep-dive sessions to reinforce best practices and improve problem-solving capabilities.
• Monitor coaching outcomes and recommend targeted development plans based on performance metrics.

Technical Enablement & Knowledge Management

• Serve as a senior technical subject matter expert for complex software solutions and enterprise applications.
• Identify technical skill gaps and develop structured learning paths to improve team capability.
• Design and deliver advanced technical training programs, workshops, and knowledge-sharing sessions.
• Develop and maintain technical documentation, quick reference guides, troubleshooting resources, and learning materials.
• Partner with product, engineering, and support teams to improve knowledge bases and reduce recurring issues.

AI, Automation & Process Improvement

• Promote the adoption of AI-enabled tools and automation solutions within technical support operations.
• Develop or support automation scripts and AI-assisted workflows that improve troubleshooting efficiency and knowledge retrieval.
• Utilize scripting and automation technologies to streamline repetitive support activities.
• Train support teams on AI tools, automation capabilities, and emerging technologies that improve operational effectiveness.
• Identify opportunities to enhance support processes through innovation and continuous improvement.

Customer Support Excellence

• Improve key operational metrics such as First Contact Resolution (FCR), Average Handle Time (AHT), Customer Satisfaction (CSAT), and resolution quality.
• Support onboarding, nesting, and continuous development of new and existing support professionals.
• Assist with technical escalations and collaborate with senior technical teams to resolve complex issues.
• Ensure consistent application of troubleshooting methodologies and operational standards across support teams.

Cross-Functional Collaboration

• Work closely with product management, engineering, quality assurance, and operations teams to address recurring technical issues and improve support processes.
• Participate in technical reviews, process improvement initiatives, and product enablement activities.
• Support the rollout of new products, features, and technical updates through effective training and knowledge transfer.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Business, or a related discipline, or equivalent professional experience.
• Minimum of 2 years of experience in technical support within SaaS, ERP, enterprise software, or similar technology environments.
• At least 2 years of experience in a technical coaching, training, mentoring, or comparable role.
• Experience supporting complex enterprise software applications, CRM platforms, ERP systems, or business-critical solutions.
• Hands‑on experience with Python, scripting, automation, or AI-enabled technologies.
• Proven experience coaching technical teams within a performance‑driven support environment.

Preferred Qualifications

• Professional certifications in coaching, leadership, or learning and development.
• Product‑specific certifications relevant to enterprise software platforms.
• Experience designing technical learning programs and coaching frameworks.
• Exposure to AI copilots, automation platforms, or intelligent support technologies.
• Experience working with cross‑functional technical, engineering, and product teams.

Preferred Technical Skills

• Technical Coaching & Mentoring
• Enterprise Application Support
• SaaS / ERP / CRM Support
• Advanced Troubleshooting
• Customer Support Operations
• Performance Coaching & Quality Improvement
• Python Scripting
• AI Tools & Automation
• Workflow Automation
• Knowledge Base Management
• Technical Documentation
• Learning Content Development
• Root Cause Analysis
• Process Improvement
• Cross‑functional Collaboration

Preferred Competencies

• Strong coaching, mentoring, and leadership abilities.
• Excellent analytical and technical problem‑solving skills.
• Outstanding verbal and written communication skills.
• Ability to simplify complex technical concepts for diverse audiences.
• Strong stakeholder management and collaboration skills.
• Passion for continuous learning, innovation, and capability development.
• Highly organized with the ability to manage multiple priorities in a fast‑paced environment.