Customer Support - Senior Technical Coach (Coding / Scripting / AI Fluency)

RealPage, Inc.; Cebu City; On-site; PHP 669,600 - 1,004,400; Full time

Job summary

RealPage, Inc. seeks a Senior Technical Coach to lead technical enablement and performance coaching for Complex products like OneSite, Knock, and Accounting. This role partners with Product, Engineering, CX, WFM, and Training to optimize processes, reduce escalations, and elevate customer outcomes.

The candidate will drive AI-enabled support, coaching excellence, and data‑driven improvements, with a hybrid span of responsibility across teams.

Qualifications

• Bachelor’s degree in IT, Business, or related field (or equivalent).
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Responsibilities

• Provide dual‑layer coaching (Technical + Performance) to Technical Coaches and frontline agents.

Skills

RealPage platforms (OneSite, Knock, A/

SQL data analysis

Python scripting

AI tooling

Coaching & analytics

Performance coaching

Education

Bachelor’s degree in IT, Business, or related field

Tools

JIRA

Salesforce

Zendesk

Job description

Overview

Senior Technical Coach leads technical enablement and performance coaching across both Technical Coaches and frontline Customer Support agents handling complex products (e.g., OneSite, Knock, Accounting). This role expands beyond technical coaching into direct performance coaching, ensuring agents and coaches meet operational KPIs, deliver high‑quality resolutions, and continuously improve. The role is responsible for bridging technical expertise, coaching excellence, and operational performance, while also driving innovation through AI enablement, including coding, automation, and development of agentic AI solutions to enhance support delivery. Senior Technical Coach operates with a hybrid span of responsibility: Oversees and mentors Technical Coaches; Directly supports a small group of complex‑product agents (ideal ratio 1:5) through performance and technical coaching. This position collaborates closely with Product, Engineering, CX, WFM, and Training teams to optimize processes, reduce escalations, and elevate both technical and customer experience outcomes.

Responsibilities

Technical & Performance Coaching

• Provide dual‑layer coaching (Technical + Performance) to Technical Coaches and frontline agents.
• Conduct 1:1 coaching sessions focused on technical troubleshooting, FCR, AHT, and CSAT.
• Manage performance improvement plans and career development plans.
• Coach agents handling complex product issues.
• Mentor Technical Coaches to improve coaching effectiveness and knowledge transfer.
• Maintain standard span of control (1:5) for direct agent coaching.

Complex Product Support Enablement

• Act as subject matter expert for complex RealPage products.
• 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.

Technical Enablement Strategy Execution

• 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.

KPI Management & Data‑Driven Coaching

• Monitor and analyze FCR, AHT, CSAT, Escalation rates, and Coaching effectiveness metrics.
• Use insights to drive behavioral and technical improvements, and refine coaching strategies.
• Collaborate with WFM and CX teams to align performance with business needs.
• Recommend process improvements to reduce inefficiencies and escalations.

Escalation Reduction & Resolution Quality

• Lead initiatives to reduce escalations and improve resolution ownership.
• Perform root cause analysis on recurring issues.
• Improve PME resolution quality.
• Ensure frontline teams are empowered to handle complex scenarios independently.

AI, Automation & Innovation

• Develop and implement AI‑driven solutions (copilots, automation scripts).
• Perform basic to intermediate coding/scripting (SQL, Python, 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 tool usage and best practices.

Training & Continuous Learning

• 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.

Qualifications

• Bachelor’s degree in IT, Business, or related field (or equivalent experience).
• 2+ years in technical support (SaaS, ERP, or property tech preferred).
• 1+ year in coaching, training, or leadership role.
• Experience supporting complex products (e.g., OneSite, Accounting, CRM tools).
• Proven experience in performance coaching in a metrics‑driven environment.
• Minimum 2 years experience as Technical Coach or equivalent role.
• Experience in Python, AI tools, automation, or scripting.

Preferred

• Certification in Learn2Lead / Lead2Succeed.
• RealPage product certifications (multiple modules).
• Coaching Certification.

Knowledge/Skills/Abilities

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