Technical Coach

Octal Technical Solutions

. Provide advanced technical coaching to frontline Customer Support agents .

Posted 11/5/2026full-timePasig City • PhilippinesJuniorMid-Level💰 ₱40,000 - ₱80,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in advanced technical coaching, particularly in troubleshooting complex products and integrating AI solutions into support operations. Proficient in developing training materials and measuring training effectiveness to enhance agent performance and customer experience.

Highest-signal resume keywords

Technical CoachingAdvanced TroubleshootingRealPage PlatformsAI Tools and AutomationData Interpretation

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Python Coding/ScriptingSQL/Data AnalysisTechnical TroubleshootingPerformance CoachingKnowledge Base Development

Soft Skills

MentoringCommunicationLeadershipProblem-SolvingCollaboration

Tools & Technologies

SalesforceZendeskJIRARealPage OneSiteRealPage Knock

Certifications & Qualifications

Learn2Lead CertificationLead2Succeed CertificationRealPage Product CertificationsCoaching Certification

Industry Keywords

SaaSERPProperty TechCustomer ExperienceFirst Contact Resolution

Tech Stack

Tools & technologies

ERPSQL

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 and improve knowledge base 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 consistent 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
Design and build agentic AI workflows to automate repetitive 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 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
Preferred: Certification in Learn2Lead / Lead2Succeed
Preferred: RealPage product certifications (multiple modules)
Preferred: Coaching Certification
Proven experience in performance coaching in a metric-driven environment
1 year plus in coaching, training, or leadership role
Fast-paced, customer-focused support environment
Occasional overtime or on-call support during critical periods

Benefits

Comp & perks

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