Senior Technical Coach for AI-Driven Support Excellence

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

Job summary

RealPage, Inc. is seeking a Senior Technical Coach in a hybrid setting to lead technical enablement and performance coaching for complex RealPage products like OneSite, Knock, and Accounting.

The role blends technical coaching with performance coaching, partnering with Product, Engineering, CX, WFM, and Training to reduce escalations and enhance customer outcomes. Strong SQL/Python skills and experience with AI tools are required.

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.
• Conduct 1:1 coaching sessions focused on technical troubleshooting, FCR, AHT, and CX/CSAT.
• Manage performance improvement plans and career development plans.
• Coach agents handling complex product issues (e.g., integrations, CRM configurations).
• Mentor Technical Coaches to improve coaching effectiveness and knowledge transfer.
• Maintain standard span of control (1:5) for direct agent coaching.

Skills

Technical coaching

Performance coaching

Python

AI tools

Automation

SQL

Data analysis

SaaS support

CRM tools

Education

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

Tools

Salesforce

Zendesk

JIRA

Job description

RealPage, Inc. is seeking a Senior Technical Coach in a hybrid setting to lead technical enablement and performance coaching for complex RealPage products like OneSite, Knock, and Accounting.

The role blends technical coaching with performance coaching, partnering with Product, Engineering, CX, WFM, and Training to reduce escalations and enhance customer outcomes. Strong SQL/Python skills and experience with AI tools are required.