Technical Coach – Coaching Capabilities

Octal Technical Solutions

. Provide advanced technical coaching to frontline Customer Support agents .

Posted 11/12/2026full-timePasig City • PhilippinesJuniorMid-Level💰 ₱50,000 - ₱90,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in advanced technical coaching and troubleshooting within SaaS environments, with a strong focus on integrating AI tools and automation to enhance support operations. Proficient in developing training materials and implementing effective learning paths for agents and Technical Coaches.

Highest-signal resume keywords

Technical CoachingAdvanced TroubleshootingAI Tool IntegrationSQL Coding/ScriptingRealPage Product Expertise

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical CoachingAdvanced TroubleshootingSQL Coding/ScriptingPython Coding/ScriptingData AnalysisPerformance CoachingKPI ManagementAI Tool DevelopmentAutomation ScriptingKnowledge Base Improvement

Soft Skills

MentoringCommunicationLeadershipProblem-SolvingCollaboration

Tools & Technologies

SalesforceZendeskJIRARealPage OneSiteRealPage KnockRealPage AccountingAI Automation PlatformsTicketing Systems

Certifications & Qualifications

Learn2Lead CertificationLead2Succeed CertificationRealPage Product CertificationsCoaching Certification

Industry Keywords

SaaSERPProperty TechCustomer SupportTechnical SupportFirst Contact ResolutionCustomer ExperienceAverage Handle Time

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 sessions focused on technical troubleshooting depth, First Contact Resolution (FCR), Average Handle Time (AHT), Customer Experience (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, improve knowledge base and documentation, and lead deep-dive sessions and case reviews
Identify skill gaps across agents and Technical Coaches
Design and implement targeted technical learning paths
Ensure consistent adoption of best practices and troubleshooting frameworks
Facilitate advanced technical training sessions
Drive adoption of AI-enabled support capabilities
Develop and implement AI-driven solutions, including copilots and automation scripts
Perform basic to intermediate coding/scripting using SQL, Python, and automation tools
Design and build agentic AI workflows to automate repetitive troubleshooting steps, enhance knowledge retrieval, and 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
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
Occasional overtime or on-call support during critical periods
Preferred: Certification in Learn2Lead / Lead2Succeed
Preferred: RealPage product certifications (multiple modules)
Preferred: Coaching Certification
Preferred: Proven experience in performance coaching in a metric-driven environment
Preferred: 1 year plus in coaching, training, or leadership role

Benefits

Comp & perks

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