Octal Philippines

Technical Support Coach

Customer SupportPosted on Nov 11

Full-timePasig, Metro Manila, PhilippinesNo salary listed

About the Job

Requirements

A Bachelor's degree in IT, Business, or a related field, or equivalent experience.
At least 2 years of technical support experience in SaaS, ERP, or property technology; property technology is preferred.
Experience supporting complex products such as OneSite, Accounting, and CRM tools.
At least 2 years of experience as a Technical Coach or in an equivalent role.
Experience with Python, AI tools, automation, or scripting is preferred.
Certification in Learn2Lead or Lead2Succeed.
Multiple RealPage product certifications across modules.
A coaching certification.
Proven experience in performance coaching in a metric-driven environment.
At least 1 year in a coaching, training, or leadership role.
Strong proficiency with RealPage platforms, including OneSite, Knock, and Accounting.
Advanced troubleshooting skills in SaaS environments.
Working knowledge of SQL and data analysis.
Working knowledge of ticketing systems such as Salesforce, Zendesk, and JIRA.
Basic to intermediate Python coding or scripting skills.
Experience with AI tools and automation platforms.

Responsibilities

Provide advanced coaching, training, and troubleshooting support to frontline agents.
Mentor Technical Coaches through influence and expertise.
Build technical capabilities and reduce escalations.
Improve support processes and promote adoption of AI-enabled support solutions.
Provide hands-on coaching and create technical resources to improve first-call resolution, escalation rates, and agent confidence.

Desired Qualifications

Experience in property technology.
Experience with Python, AI tools, automation, or scripting.

Technical Support Coach

Octal Philippines Inc. · Pasig, Philippines (Hybrid) · Full-time · Posted 2026-11-11

Salary: unknown currency 975,000–1,560,000

Workplace: hybrid

Description

Serves as a senior individual contributor responsible for mentoring and developing Technical Coached and Customer Support Specialist, ensuring they deliver exceptional technical assistance to customers. This role combines deep technical expertise, coaching excellence, operational performance improvement, and AI-enabled innovation to enhance support effectiveness and customer outcomes. The ideal candidate will have a strong background in RealPage software solutions, excellent communication skills, and a passion for fostering growth in others

provides advanced coaching, training, and troubleshooting support to frontline agents while mentoring Technical Coaches through influence and expertise. The role drives technical capability building, escalation reduction, process improvement, and adoption of AI-enabled support solutions. By providing hands-on coaching and creating technical resources, the Technical Coach directly impacts first-call resolution (FCR), escalation rates, and agent confidence.

Requirements

Required:

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

Technical Skills:

Strong proficiency in RealPage platforms (OneSite, Knock, Accounting, etc.)
Advanced troubleshooting in SaaS environments
Working knowledge of: o SQL / data analysis o Ticketing systems (Salesforce, Zendesk, JIRA)
Basic to intermediate Phyton coding/scripting skills
Experience with AI tools and automation platforms

Benefits

Complimentary meals while you're in the office

HMO coverage with up to two FREE dependents

Retirement savings plan

Leave conversion program

Life insurance coverage

Paid time off and company holidays

Apply

Apply at Octal Philippines Inc.

About the Company

Octal Philippines

Company size: Not listed
Company stage: Not listed
Total funding: Not listed
Headquarters: Not listed
Founded: Not listed

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