Technical Excellence Coach (AI Fluency, Coding and Scripting)

Internal Use

For RealPage Internal Use Only

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.

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.

PRIMARY RESPONSIBILITIES

• Provide advanced technical coaching to frontline Customer Support agents.
• Conduct 1:1 and group coaching sessions focused on:
• Technical troubleshooting depth
• First Contact Resolution (FCR)
• Average Handle Time (AHT)
• Customer Experience (CX/CSAT)
• Resolution quality
• Mentor and support Technical Coaches to improve coaching effectiveness and knowledge transfer.
• Coach agents handling complex product issues, integrations, accounting errors, and configuration challenges.
• Conduct deep-dive technical reviews and case-based learning sessions.

• Act as a subject matter expert for complex RealPage products (e.g., OneSite, Knock, Accounting)

Internal Use

• Drive advanced troubleshooting capability building across teams
• Partner with Tier 2/3, Product, and Engineering to: o Resolve recurring issues o Improve knowledge base and documentation
• Lead deep-dive sessions and case reviews for high-complexity scenarios

• Identify skill gaps across agents and Technical Coaches
• Design and implement targeted technical learning paths
• Ensure consistent adoption of best practices and troubleshooting frameworks
• Facilitate advanced technical training sessions

AI, Automation & Innovation

Drive adoption of AI-enabled support capabilities:

• Develop and implement AI-driven solutions (e.g., copilots, automation scripts)
• Perform basic to intermediate coding/scripting (e.g., SQL, Python, automation tools)
• Design and build agentic AI workflows to: o Automate repetitive troubleshooting steps o Enhance knowledge retrieval o Improve agent productivity
• Partner with internal teams to integrate AI into support operations
• Train Technical Coaches and agents on AI tool usage and best practices

• Support onboarding, nesting, and upskilling of agents and Technical Coaches
• Ensure product certification coverage across teams
• Develop: o Microlearning modules

Internal Use

For RealPage Internal Use Only

• Measure and improve training effectiveness scores

QUALIFICATIONS

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

• 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

• Fast-paced, customer-focused support environment.
• Hybrid work setup
• Occasional overtime or on-call support during critical periods.

Internal Use

For RealPage Internal Use Only

KNOWLEDGE/SKILLS/ABILITIES

Required:

Technical Skills:

• Strong proficiency in RealPage platforms (OneSite, Knock, Accounting, etc.)
• Advanced troubleshooting in SaaS environments
• Working knowledge of o SQL / data analysis

• Basic to intermediate Phyton coding/scripting skills
• Experience with AI tools and automation platforms

• Ability to integrate technical coaching with performance coaching
• Strong data interpretation and KPI management skills
• Skilled in developing actionable improvement plans
• Ability to lead high-impact coaching conversations