Lead Technical Coach: AI-Driven Enablement for Complex SaaS

Hammerjack Pty Ltd; Philippines; Hybrid; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Complimentary meals in office

HMO coverage for dependents

Retirement savings plan

Leave conversion program

Life insurance

Job summary

RealPage in the Philippines is seeking a Senior Technical Coach to drive technical enablement and performance coaching across a team of Technical Coaches and frontline agents handling complex products like OneSite, Knock, and Accounting.

You will bridge Support, Product, Engineering, CX, WFM, and Training while mentoring talent, reducing escalations, and leveraging AI, automation, and coding solutions to lift KPIs and customer experience.

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).
• Coaching and Analytical Skills. Proven experience in performance coaching in a metrics-driven environment.
• Minimum 2 years of experience as Technical Coach or equivalent role.
• Experience in Python, AI tools, automation, or scripting.

Responsibilities

• Provide technical and performance coaching focused on troubleshooting, FCR, AHT, CSAT, and career development.
• Mentor Technical Coaches and directly coach a small group of complex-product agents.
• Serve as an SME for complex RealPage products and lead advanced troubleshooting initiatives.
• Identify skill gaps, design learning paths, and deliver technical training programs.
• Analyze performance metrics to drive coaching strategies and process improvements.
• Lead escalation reduction efforts through root cause analysis and resolution quality improvements.
• Develop and promote AI, automation, SQL, Python, and agentic AI solutions to improve productivity and support outcomes.
• Support onboarding, upskilling, certifications, and continuous learning initiatives across teams.

Skills

Coaching

Analytical skills

Technical support

Education

Bachelor's degree in IT/related

Tools

Python

AI tools

Automation scripting

Job description

RealPage in the Philippines is seeking a Senior Technical Coach to drive technical enablement and performance coaching across a team of Technical Coaches and frontline agents handling complex products like OneSite, Knock, and Accounting.

You will bridge Support, Product, Engineering, CX, WFM, and Training while mentoring talent, reducing escalations, and leveraging AI, automation, and coding solutions to lift KPIs and customer experience.