Technical Coach – Coaching Capabilities

Octal Technical Solutions

. Provide advanced technical coaching to frontline Customer Support agents .

Posted 11/9/2026full-timePasig City • PhilippinesJuniorMid-Level💰 ₱50,000 - ₱90,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in technical coaching and advanced troubleshooting within SaaS environments, with a strong focus on RealPage products and AI-driven solutions. Capable of designing effective training programs and integrating technical knowledge with performance coaching to enhance agent productivity.

Highest-signal resume keywords

Technical CoachingAdvanced TroubleshootingRealPage Product ExpertiseAI Tools IntegrationSQL Coding/Scripting

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical CoachingAdvanced TroubleshootingSQL Coding/ScriptingPython Coding/ScriptingData AnalysisPerformance CoachingKnowledge Base ImprovementAI-Driven SolutionsAutomation ToolsComplex Product Support

Soft Skills

MentoringCommunicationLeadershipProblem-SolvingInterpersonal Skills

Tools & Technologies

SalesforceZendeskJIRARealPage OneSiteRealPage KnockRealPage AccountingAI ToolsAutomation PlatformsTicketing SystemsCoaching Platforms

Certifications & Qualifications

Bachelor’s Degree in IT or BusinessLearn2Lead CertificationLead2Succeed CertificationRealPage Product CertificationsCoaching Certification

Industry Keywords

SaaSERPProperty TechCustomer SupportTechnical SupportKPI ManagementPerformance MetricsCustomer ExperienceTechnical TroubleshootingKnowledge Transfer

Tech Stack

Tools & technologies

ERPPythonSQL

About the role

Key responsibilities & impact

Provide advanced technical coaching to frontline Customer Support agents
Conduct 1:1 and group coaching focused on technical troubleshooting depth, FCR, AHT, CX/CSAT, and resolution quality
Mentor and support Technical Coaches to improve coaching effectiveness and knowledge transfer
Coach agents handling complex product issues, integrations, accounting errors, and configuration challenges
Conduct deep-dive technical reviews and case-based learning sessions
Act as a subject matter expert for complex RealPage products including OneSite, Knock, and Accounting
Drive advanced troubleshooting capability building across teams
Partner with Tier 2/3, Product, and Engineering to resolve recurring issues and improve knowledge bases and documentation
Lead deep-dive sessions and case reviews for high-complexity scenarios
Identify skill gaps across agents and Technical Coaches
Design and implement targeted technical learning paths
Ensure adoption of best practices and troubleshooting frameworks
Facilitate advanced technical training sessions
Develop and implement AI-driven solutions such as copilots and automation scripts
Perform basic to intermediate coding/scripting using SQL, Python, and automation tools
Design and build agentic AI workflows to automate troubleshooting, enhance knowledge retrieval, and improve agent productivity
Partner with internal teams to integrate AI into support operations
Train Technical Coaches and agents on AI tools and best practices
Support onboarding, nesting, and upskilling of agents and Technical Coaches
Ensure product certification coverage across teams
Develop microlearning modules, quick reference guides, and AI-assisted training materials
Measure and improve training effectiveness scores

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
Strong proficiency in RealPage platforms (OneSite, Knock, Accounting, etc.)
Advanced troubleshooting in SaaS environments
Working knowledge of SQL / data analysis
Working knowledge of ticketing systems (Salesforce, Zendesk, JIRA)
Basic to intermediate Phyton coding/scripting skills
Experience with AI tools and automation platforms
Ability to integrate technical coaching with performance coaching
Strong data interpretation and KPI management skills
Skilled in developing actionable improvement plans
Ability to lead high-impact coaching conversations
Certification in Learn2Lead / Lead2Succeed (preferred)
RealPage product certifications (multiple modules) (preferred)
Coaching Certification (preferred)
Proven experience in performance coaching in a metric-driven environment
1 year plus in coaching, training, or leadership role (preferred)
Fast-paced, customer-focused support environment
Hybrid work setup
Occasional overtime or on-call support during critical periods

Benefits

Comp & perks

Hybrid work setup
Occasional overtime or on-call support during critical periods