Senior Technical Coach: AI-Driven Support Enablement

RealPage, Inc.; Manila; Hybrid; PHP 900,000 - 1,300,000; Full time

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

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