Technical Coach - Trainer

Our Clients; Pasig; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

Our Clients is seeking an experienced Technical Coach - Trainer to elevate the technical capabilities of customer support teams through coaching, mentoring, and enablement. The role acts as a senior SME for advanced troubleshooting, coaching excellence, and AI-enabled tooling adoption to improve agent performance and reduce escalations.

The ideal candidate combines strong coaching experience with hands-on technical support know-how, ready to drive learning paths and knowledge transfer across

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Business, or a related discipline, or equivalent professional experience.

Responsibilities

• 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.
• 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.

Skills

Coaching & mentoring

Leadership

Analytical problem-solving

Communication skills

Education

Bachelor's degree in IT/CS/Business or related

Tools

Python scripting

Automation

AI tools

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.