Job Description

Serves as a senior individual contributor responsible for mentoring and developing Technical Coached and Customer Support Specialist, ensuring they deliver exceptional technical assistance to customers. This role combines deep technical expertise, coaching excellence, operational performance improvement, and AI-enabled innovation to enhance support effectiveness and customer outcomes. The ideal candidate will have a strong background in RealPage software solutions, excellent communication skills, and a passion for fostering growth in others

provides advanced coaching, training, and troubleshooting support to frontline agents while mentoring Technical Coaches through influence and expertise. The role drives technical capability building, escalation reduction, process improvement, and adoption of AI-enabled support solutions. By providing hands-on coaching and creating technical resources, the Technical Coach directly impacts first-call resolution (FCR), escalation rates, and agent confidence.

Requirements

Required:

• Bachelor’s degree in IT, Business, or related field (or equivalent experience)
• 2+ years in technical support (SaaS, ERP, or property tech preferred)
• Experience supporting complex products (e.g., OneSite, Accounting, CRM tools)
• Minimum 2 years experience as Technical Coach or equivalent role
• Experience in Phyton, AI tools, automation, or scripting Preferred
• Certification in Learn2Lead / Lead2Succeed
• RealPage product certifications (multiple modules)
• Coaching Certification
• Proven experience in performance coaching in a metric-driven environment
• 1 year plus in coaching, training, or leadership role

Technical Skills:

• Strong proficiency in (OneSite, Knock, Accounting, etc.)
• Advanced troubleshooting in SaaS environments
• Working knowledge of: o SQL / data analysis o Ticketing systems (Salesforce, Zendesk, JIRA)
• Basic to intermediate Phyton coding/scripting skills
• Experience with AI tools and automation platforms