Technical Support Training Manager

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

🔴 Lead

📞 Support Engineer

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Hyland

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🤝 B2B

☁️ SaaS

🏢 Enterprise

B2B • SaaS • Enterprise

Hyland is a company that provides a collaborative community platform for its customers and partners, offering access to resources such as products, solutions, and updates. The platform enables users to share feedback, ask questions, and connect with each other, fostering operational knowledge and organizational value. Hyland Community aims to enhance user experience by facilitating interaction between experts and community members.

📋 Description

• Design, develop, and deliver training programs for global Technical Support employees • Create structured new-hire onboarding curricula, coordinate scheduling, and facilitate virtual and in-person sessions • Facilitate ongoing training on technical modules, best practices, process changes, product functionality, and support standards • Train employees on customer-contact handling, troubleshooting techniques, documentation expectations, customer-service practices, and internal tools • Serve as the Technical Support training subject-matter expert and maintain current knowledge of Hyland products and processes • Partner with product-specific subject-matter experts to keep training materials current • Collaborate with instructional designers, product managers, and Education Services to review and align training materials • Analyze training effectiveness using customer detractor trends, performance data, and feedback • Identify skill gaps, monitor class progress, assess knowledge retention, and adjust training plans with Technical Support leadership • Design and modify curricula based on product updates, process changes, and learner feedback • Deliver in-person training at designated locations, traveling up to 50% • Mentor, coach, train, and provide feedback to team members; provide feedback to leadership on technical abilities • Document and maintain training resources in approved systems • Support learning and development initiatives, specialized workshops, project-based work, and cross-functional training

🎯 Requirements

• Bachelor's degree or equivalent experience • 8+ years of professional experience, including 3+ years delivering training or equivalent Hyland experience • Strong verbal and written communication skills • Proficiency with Microsoft Windows and Office • Strong organizational, multitasking, and time management skills • Strong collaboration, leadership, judgment, business acumen, facilitation, and project management skills • Strong Microsoft Excel skills • Strong interpersonal, critical-thinking, analytical, problem-solving, and data-gathering skills • Ability to translate goals into new ideas and design solutions • Self-motivated; able to manage projects to completion with minimal oversight • Ability to thrive in a fast-paced, deadline-driven environment • Strong attention to detail • Ability to influence, motivate, and mobilize team members and business partners • Ability to develop engaging, informative, and compelling presentation methodologies • Ability to handle sensitive information with discretion and tact • Ability to establish rapport, gain trust, and achieve consensus • Ability to work independently and in a team environment • Ability to coach, mentor, teach, and provide timely feedback • Demonstrated ability to simplify complex technical concepts • Ability to build collaborative working relationships across teams • Ability to manage multiple deadlines and meet defined objectives • Ability to research, learn, and communicate unfamiliar technical information quickly • Demonstrated critical-thinking ability to analyze processes and propose improvements • Flexibility and adaptability in a dynamic, evolving environment • Strong knowledge of systems administration • Strong knowledge of Linux, Microsoft, and Unix operating systems and products • Up to 50% travel time required