Senior Technical Support Coach (SaaS, AI & Automation) | US | Hybrid

REALPAGE (PHILIPPINES), INC.; Manila; Hybrid; PHP 600,000 - 900,000; Full time

Benefits offered by this job

HMO coverage

Dependent coverage

Retirement plan

Leave conversion

Life insurance

Paid time off

Company holidays

Wellness allowance

Tuition reimbursement

Learning opportunities

Career growth

Job summary

RealPage Philippines, Inc. is seeking a Senior Technical Coach to drive technical enablement and performance coaching for frontline agents supporting complex products like OneSite, Accounting, and CRM tools.

The role bridges Support, Product, Engineering, CX, WFM, and Training to mentor coaches, develop talent, reduce escalations, and leverage AI, automation, and coding solutions to improve KPIs and customer outcomes. Hybrid setup with on-site days.

Qualifications

• Bachelor’s degree in IT, Business, or related field (or equivalent).
• 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; metrics-driven coaching experience.
• Minimum 2 years as Technical Coach or equivalent.
• Strong problem-solving and decision-making skills.
• 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 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

Python

AI tools

Automation

SQL

Technical support

SaaS/ERP knowledge

Education

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

Tools

CRM tools

Job description

Make an Impact with RealPage

Looking for a role where your work directly influences business outcomes and customer success?

At RealPage, you'll join a global SaaS technology company that is transforming the real estate industry through innovative software, data, and AI-driven solutions. We empower our teams to think big, take ownership, and deliver meaningful results every day.

Whether you're solving complex challenges, collaborating with global stakeholders, or driving operational excellence, you'll have the opportunity to grow your career while making a real impact.

What You'll Do

The Senior Technical Coach drives technical enablement and performance coaching for Technical Coaches and frontline agents supporting complex products such as OneSite, Knock, and Accounting. The role combines technical expertise, coaching, operational performance, and AI-driven innovation to improve KPIs, resolution quality, and customer experience. Acting as a bridge between Support, Product, Engineering, CX, WFM, and Training, the Senior Technical Coach mentors coaches, develops frontline talent, reduces escalations, and leverages AI, automation, and coding solutions to enhance support delivery.

Primary 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.

What We're Looking For

• 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

• Strong problem-solving and decision-making skills

• Experience in Python, AI tools, automation, or scripting

Preferred

• Certification in Learn2Lead / Lead2Succeed

• Coaching Certification

Work Schedule & Setup

• Must be willing to work onsite during the first 90 days of training

• Hybrid setup begins on the 4th month, with two onsite days per week

• Supports US business operations - Fixed graveyard shift schedule with night differential pay

What We Offer

• Enjoy complimentary meals while you’re in the office

• Day 1 HMO coverage with up to two FREE dependents

• Retirement savings plan

• Leave conversion program

• Life insurance coverage

• Enjoy paid time off, company holidays

• Wellness reimbursement benefits of up to PHP 5,000 per year

• Tuition reimbursement of up to PHP 40,000 for approved education and professional development programs

• Access to learning, development, and upskilling opportunities designed to help you grow your career

• Collaborate with talented people and work on solutions that make a real-world impact