{"id":2398110,"url":"https://alion.io/job/pm-consulting-technical-coach-trainer","title":"Technical Coach - Trainer","company":{"id":4421389,"name":"PM Consulting","domain":"pmconsulting.ph","url":"https://alion.io/company/pmconsulting-2","size_band":"1001-5000","is_staffing_agency":true,"employer_type":"agency","is_intermediary":false,"listed_via":null,"ats_vendor":"Manatal","truth_index":null},"role":"Education","role_family":"Education","seniority":"junior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Pasig, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":9500,"max_usd":23000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":655},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Python","optional":false}],"status":"live","first_seen_at":"2026-10-12T22:49:46Z","employer_posted_date":"2026-10-12","last_verified_at":"2026-10-13T16:33:52Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Job Overview\n We are seeking an experienced Technical Coach - Trainer to drive technical capability development across customer support teams through coaching, mentoring, and technical enablement. This role serves as a senior technical subject matter expert responsible for improving agent performance, reducing escalations, and enhancing customer experience through advanced troubleshooting, structured coaching, and the adoption of AI-enabled support solutions. The ideal candidate combines strong technical support expertise with coaching experience and a passion for developing high-performing support professionals.\nKey Responsibilities\nTechnical Coaching & Performance Development\nDeliver one-on-one and group coaching sessions to customer support professionals, focusing on technical troubleshooting, resolution quality, and customer experience.\nMentor technical coaches and support specialists to strengthen coaching effectiveness, technical expertise, and knowledge transfer.\nGuide support teams in resolving complex product, configuration, integration, and application issues.\nConduct case reviews and technical deep-dive sessions to reinforce best practices and improve problem-solving capabilities.\nMonitor coaching outcomes and recommend targeted development plans based on performance metrics.\nTechnical Enablement & Knowledge Management\nServe as a senior technical subject matter expert for complex software solutions and enterprise applications.\nIdentify technical skill gaps and develop structured learning paths to improve team capability.\nDesign and deliver advanced technical training programs, workshops, and knowledge-sharing sessions.\nDevelop and maintain technical documentation, quick reference guides, troubleshooting resources, and learning materials.\nPartner with product, engineering, and support teams to improve knowledge bases and reduce recurring issues.\nAI, Automation & Process Improvement\nPromote the adoption of AI-enabled tools and automation solutions within technical support operations.\nDevelop or support automation scripts and AI-assisted workflows that improve troubleshooting efficiency and knowledge retrieval.\nUtilize scripting and automation technologies to streamline repetitive support activities.\nTrain support teams on AI tools, automation capabilities, and emerging technologies that improve operational effectiveness.\nIdentify opportunities to enhance support processes through innovation and continuous improvement.\nCustomer Support Excellence\nImprove key operational metrics such as First Contact Resolution (FCR), Average Handle Time (AHT), Customer Satisfaction (CSAT), and resolution quality.\nSupport onboarding, nesting, and continuous development of new and existing support professionals.\nAssist with technical escalations and collaborate with senior technical teams to resolve complex issues.\nEnsure consistent application of troubleshooting methodologies and operational standards across support teams.\nCross-Functional Collaboration\n\nWork closely with product management, engineering, quality assurance, and operations teams to address recurring technical issues and improve support processes.\nParticipate in technical reviews, process improvement initiatives, and product enablement activities.\nSupport the rollout of new products, features, and technical updates through effective training and knowledge transfer.\nQualifications\nBachelor's degree in Information Technology, Computer Science, Business, or a related discipline, or equivalent professional experience.\nMinimum of 2 years of experience in technical support within SaaS, ERP, enterprise software, or similar technology environments.\nAt least 2 years of experience in a technical coaching, training, mentoring, or comparable role.\nExperience supporting complex enterprise software applications, CRM platforms, ERP systems, or business-critical solutions.\nHands-on experience with Python, scripting, automation, or AI-enabled technologies.\nProven experience coaching technical teams within a performance-driven support environment.\nPreferred Qualifications\nProfessional certifications in coaching, leadership, or learning and development.\nProduct-specific certifications relevant to enterprise software platforms.\nExperience designing technical learning programs and coaching frameworks.\nExposure to AI copilots, automation platforms, or intelligent support technologies.\nExperience working with cross-functional technical, engineering, and product teams.\nPreferred Technical Skills\nTechnical Coaching & Mentoring\nEnterprise Application Support\nSaaS / ERP / CRM Support\nAdvanced Troubleshooting\nCustomer Support Operations\nPerformance Coaching & Quality Improvement\nPython Scripting\nAI Tools & Automation\nWorkflow Automation\nKnowledge Base Management\nTechnical Documentation\nLearning Content Development\nRoot Cause Analysis\nProcess Improvement\nCross-functional Collaboration\nPreferred Competencies\nStrong coaching, mentoring, and leadership abilities.\nExcellent analytical and technical problem-solving skills.\nOutstanding verbal and written communication skills.\nAbility to simplify complex technical concepts for diverse audiences.\nStrong stakeholder management and collaboration skills.\nPassion for continuous learning, innovation, and capability development.\nHighly organized with the ability to manage multiple priorities in a fast-paced environment.","description_format":"text","description_chars":5382,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Continuous learning"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-12T22:49:46Z"}],"visa":[],"liveness":{"score":52,"band":"ok","label":"Likely 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