Overview
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.
Technical Coach II is a senior individual contributor responsible for coaching and developing Technical Coaches and Customer Support Specialists, improving technical expertise, customer support performance, and AI-enabled support capabilities. As a subject matter expert in RealPage products, the role provides advanced coaching, troubleshooting guidance, and technical enablement to reduce escalations, enhance first-call resolution (FCR), and build agent confidence through mentoring, process improvement, and knowledge sharing.
Responsibilities
What You'll Do
Technical Support Leadership
- Coach agents and Technical Coaches on troubleshooting, FCR, AHT, and CSAT.
- Lead reviews for complex customer issues.
Complex Product Support
- Serve as SME for RealPage products.
- Build troubleshooting expertise and reduce escalations.
- Partner with Product, Engineering, and Tier 2/3 teams on recurring issues.
Technical Enablement
- Identify skill gaps and deliver targeted training.
- Promote best practices and technical excellence.
AI & Automation
- Drive AI, automation, and copilot adoption.
- Develop SQL, Python, and workflow automation solutions.
- Train teams on AI tools and best practices.
Training & Development
- Support onboarding, upskilling, and certifications.
- Create learning resources and improve training effectiveness.
Qualifications
What We're Looking For
- Bachelor’s degree or equivalent experience in IT, Business, or a related field.
- 2+ years of technical support experience, preferably in SaaS or similar platforms.
- Experience supporting complex software applications.
- At least 2 years of coaching, mentoring, or technical training experience.
- Exposure to Python, AI tools, automation, or scripting.
Preferred Qualifications
- Coaching, leadership, or RealPage certifications.
- Experience in performance coaching within a metrics-driven environment.
- Background in training, coaching, or team leadership.
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
