Technical Application Support Assistant Manager (L3 SaaS) | Hybrid(Open to Cebu)

About the role

RealPage is seeking an Assistant Manager to lead technical application support across core products used by our customers and Customer Support teams.

This role leads the investigation and resolution of complex, recurring, and high-impact application issues escalated from frontline support. The Assistant Manager brings strong L3 troubleshooting experience, using SQL, logs, scripts, and other diagnostic tools to trace issues, identify root causes, and guide teams toward effective resolutions.

You’ll lead and develop technical support specialists and team leaders, manage high-touch customer escalations, and partner with Customer Support, Product, Engineering, Workforce Management, and Customer Experience. You’ll also improve support workflows and lead special projects that reduce repeat issues, unnecessary escalations, and customer effort.

What you’ll do

Lead technical investigations and escalations

• Act as the senior escalation point for complex or high-impact issues across RealPage’s six supported products.

• Investigate application behavior, data issues, integrations, and recurring incidents using SQL, log analysis, scripts, and available diagnostic tools.

• Use scripts to analyze data, validate records, and automate repeatable troubleshooting steps.

• Guide teams through root-cause analysis, document findings, and ensure clear ownership through resolution.

• Review escalated cases for technical accuracy, quality of investigation, customer impact, and completeness of resolution.

• Communicate investigation progress and outcomes clearly to customers and internal stakeholders, including during difficult or time-sensitive situations.

Lead and develop the support team

• Manage and coach team leaders, technical support specialists, and other assigned team members.

• Set clear expectations for technical judgment, case ownership, customer communication, and collaboration.

• Coach employees through technical case reviews, call or case observations, and regular one-on-one discussions.

• Support onboarding, nesting, and ongoing technical development for the team.

• Build a collaborative environment where team members share findings and work effectively with peers and partner teams.

Improve support performance and workflows

• Monitor support measures such as resolution time, escalation and reopen rates, customer satisfaction, SLA performance, and repeat incidents.

• Use case trends and customer feedback to identify product knowledge gaps, recurring defects, workflow friction, and opportunities for automation.

• Recommend and implement improvements that help frontline teams resolve more issues and improve escalation quality.

• Partner with Workforce Management, Customer Experience, Technical Coaches, Product, and Engineering to align support practices and resolve systemic issues.

• Consider emerging support tools and automation opportunities when recommending workflow improvements.

Lead special projects

• Own at least one special project or cross-functional initiative based on business needs.

• Define the problem, success measures, stakeholders, and implementation plan; report progress and outcomes to leadership.

What you’ll bring

• 5+ years of experience in technical or application support lead for SaaS, ERP, property technology, or similarly complex business software.

• Significant hands-on experience handling L3 investigations or serving as a senior escalation point.

• Practical scripting experience for troubleshooting, data analysis, or automating repeatable diagnostic work.

• Working knowledge of SQL and experience investigating application logs, data behavior, or integrations.

• Experience leading, mentoring, or managing technical support professionals; direct people-management experience is preferred.

• Experience with support systems such as Salesforce, Zendesk, or similar ticketing platforms.

• Ability to explain technical findings clearly to both technical teams and customers.

• Strong listening, critical-thinking, and judgment skills, including confidence in sensitive customer and performance conversations.

• Ability to build productive relationships across teams and influence outcomes without relying solely on formal authority.

• Ability to learn RealPage products quickly; experience with OneSite, YieldStar, or other RealPage products is an advantage.

How success will be measured

• Complex cases are investigated thoroughly and resolved with clear root-cause findings.

• Repeat issues, avoidable escalations, and reopened cases decrease.

• Customer and frontline teams receive timely, useful updates and guidance.

• Team members improve their technical judgment, case ownership, and customer communication.

• Support workflows and special projects deliver measurable improvements.

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