SaaS Support Engineer III — AI-Powered & Escalation Expert

RealPage, Inc.; Manila; Hybrid; PHP 300,000 - 420,000; Full time

Benefits offered by this job

HMO coverage

Two dependents allowed

Retirement plan

Leave conversion

Life insurance

Paid time off

Job summary

RealPage, Inc. is seeking a Customer Support Ambassador III to provide advanced technical and functional support for RealPage software solutions. The role involves troubleshooting complex issues, guiding users, and ensuring timely resolution while maintaining high customer satisfaction.

You will leverage AI-driven tools and automation to enhance performance. Candidates should have CRM expertise (Salesforce, Zendesk, Jira), SQL knowledge, and proficiency in Microsoft Office.

Qualifications

• 3+ years of college education, preferably in Business, IT, or related field.
• 2-4 years of technical customer support experience in SaaS.
• Experience with CRM and support tools (Salesforce, Zendesk, Jira).
• Proficient in Microsoft Office (Word, Excel, PowerPoint).
• Knowledge of SQL; exposure to Python, SQL, automation workflows, and AI-assisted tools.

Responsibilities

• Provide advanced technical and functional support for RealPage solutions, resolving complex issues via phone, email, and chat.
• Serve as the primary escalation point and coordinate with Tier 3, Dev and cross-functional teams.
• Document customer interactions, resolutions, and escalations with clear ticketing.

Skills

Problem solving

Communication

Multitasking

Education

College education

Business IT background

Tools

Salesforce

Zendesk

Jira

Job description

RealPage, Inc. is seeking a Customer Support Ambassador III to provide advanced technical and functional support for RealPage software solutions. The role involves troubleshooting complex issues, guiding users, and ensuring timely resolution while maintaining high customer satisfaction.

You will leverage AI-driven tools and automation to enhance performance. Candidates should have CRM expertise (Salesforce, Zendesk, Jira), SQL knowledge, and proficiency in Microsoft Office.