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

RealPage, Inc.

Manila

Hybrid

PHP 900,000 - 1,300,000

Full time

11 days ago

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Job summary

RealPage, Inc. is seeking a Senior Technical Coach to lead technical enablement and performance coaching across Technical Coaches and frontline agents handling complex RealPage products.

You will bridge technical expertise with coaching excellence, drive operational KPIs, and push AI-enabled improvements. Collaborating with Product, Engineering, CX, WFM, and Training teams, you will shape coaching strategies, advance knowledge bases, and reduce escalations while maintaining a 1:5 coaching span

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.

Responsibilities

Provide dual-layer coaching (Technical + Performance) to Technical Coaches and frontline agents.
Manage performance improvement plans and career development plans.
Coach agents handling complex product issues and CRM configurations.
Mentor Technical Coaches to improve coaching effectiveness and knowledge transfer.
Maintain standard span of control for direct agent coaching.
Act as SME for complex RealPage products (OneSite, Knock, Accounting).
Drive advanced troubleshooting capability building across teams.
Lead deep-dive sessions and case reviews for high-complexity scenarios.
Identify skill gaps and design targeted technical learning paths.
Monitor and analyze KPI metrics (FCR, AHT, CSAT) and drive improvements.
Lead initiatives to reduce escalations and improve resolution quality.
Drive adoption of AI-enabled support capabilities and automation.

Skills

Technical support

Coaching

Python

AI tools

Automation

SaaS

ERP

CRM tools

Data analysis

SQL

Performance coaching

Leadership

Education

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

Equivalent experience

Tools

Salesforce

Zendesk

JIRA

CRM configurations

Job description

Overview

The Senior Technical Coach leads technical enablement and performance coaching across both Technical Coaches or 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.

The Senior Technical Coach operates with a hybrid span of responsibility:

Oversees and mentors Technical Coaches or;
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 both Technical Coaches and assigned frontline agents:

Conduct 1:1 coaching sessions focused on:

Technical troubleshooting depth
First Contact Resolution (FCR)
Average Handle Time (AHT)
Customer Experience (CX/CSAT)

Manage performance improvement plans and career development plans
Coach agents handling complex product issues (e.g., integrations, accounting errors, CRM configurations)
Mentor Technical Coaches to improve coaching effectiveness and knowledge transfer
Maintain standard span of control (1:5) for direct agent coaching to ensure depth and quality

Complex Product Support Enablement

Act as a subject matter expert for complex RealPage products (e.g., OneSite, Knock, 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

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
Coaching effectiveness metrics

Use insights to:

Drive behavioral and technical improvements
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 (Product Management Escalation) resolution quality
Ensure frontline teams are empowered to handle complex scenarios independently

AI, Automation & Innovation

Drive adoption of AI-enabled support capabilities:

Develop and implement AI-driven solutions (e.g., copilots, automation scripts)
Perform basic to intermediate coding/scripting (e.g., SQL, Python, automation tools)
Design and build agentic AI workflows to:

Automate repetitive troubleshooting steps
Enhance knowledge retrieval
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
AI-assisted training materials

Measure and improve training effectiveness scores

Qualifications

Required:

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