Customer Support, Technical Coach

Octal Technical Solutions

. Serve as a senior individual contributor responsible for mentoring and developing Technical Coaches and Customer Support Specialists .

Posted 11/1/2026full-timeManila City • PhilippinesJuniorMid-Level💰 ₱80,000 - ₱100,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in mentoring and developing technical support staff while driving process improvements and enhancing customer outcomes through advanced coaching and training. Proficient in utilizing AI-enabled support solutions and technical resources to improve frontline performance metrics.

Highest-signal resume keywords

Technical CoachingPerformance CoachingAI ToolsSaaS SupportRealPage Product Certifications

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportProcess ImprovementTroubleshootingPythonAutomationScriptingFirst-Call ResolutionEscalation ReductionCustomer OutcomesComplex Product Support

Soft Skills

MentoringInfluenceTrainingLeadershipCommunication

Tools & Technologies

OneSiteAccounting ToolsCRM ToolsAI-Enabled Support Solutions

Certifications & Qualifications

Learn2Lead CertificationLead2Succeed CertificationCoaching CertificationRealPage Product Certifications

Industry Keywords

Technical SupportSaaSERPProperty TechMetric-Driven Environment

Tech Stack

Tools & technologies

ERP

About the role

Key responsibilities & impact

Serve as a senior individual contributor responsible for mentoring and developing Technical Coaches and Customer Support Specialists
Ensure frontline staff deliver exceptional technical assistance to customers
Provide advanced coaching, training, and troubleshooting support to frontline agents
Mentor Technical Coaches through influence and expertise
Drive technical capability building, escalation reduction, process improvement, and adoption of AI-enabled support solutions
Create technical resources and provide hands-on coaching
Improve first-call resolution (FCR), escalation rates, agent confidence, support effectiveness, and customer outcomes

Requirements

What you’ll need

Bachelor’s degree in IT, Business, or related field (or equivalent experience)
2+ years in technical support (SaaS, ERP, or property tech preferred)
Experience supporting complex products (e.g., OneSite, Accounting, CRM tools)
Minimum 2 years experience as Technical Coach or equivalent role
Experience in Phyton, AI tools, automation, or scripting Preferred
Certification in Learn2Lead / Lead2Succeed
RealPage product certifications (multiple modules)
Coaching Certification
Proven experience in performance coaching in a metric-driven environment
1 year plus in coaching, training, or leadership role