The Technical Support Training Manager 3 designs, delivers, and continuously improves technical support training programs that enable global Technical Support teams to effectively support Hyland products. This role owns onboarding and ongoing technical training, ensuring employees are prepared, current, and aligned to support standards.
- Design and deliver structured onboarding programs that build foundational technical, process, and customer service skills
- Develop and maintain ongoing technical training aligned to product updates, process changes, and support standards
- Train support employees on customer interactions, troubleshooting techniques, documentation expectations, and internal tools
- Serve as a technical training subject matter expert by maintaining deep knowledge of Hyland products and support processes
- Partner with Product, Technical Support SMEs, Instructional Design, and Education Services to ensure training accuracy and consistency
- Evaluate training effectiveness using performance data, feedback, and customer trends; recommend and implement improvements
- Identify skill gaps in new hires and existing teams; adjust curricula to improve readiness and proficiency
- Maintain standardized training materials and documentation within approved systems
- Deliver in‑person training sessions as needed to support global teams (up to 50% travel)
- Coach and mentor team members; provide feedback to leadership on technical readiness and development needs
- Support broader learning initiatives, including workshops, special projects, and cross‑functional enablement efforts
- Bachelor’s degree or equivalent experience
- 8+ years of professional experience, including 3+ years delivering technical training or equivalent Hyland experience
- Proven ability to design and facilitate effective, learner‑focused technical training
- Strong technical aptitude and understanding of support operations
- Excellent written and verbal communication skills
- Strong analytical skills with the ability to assess effectiveness and drive improvement
- Experience collaborating across technical and business teams
- Strong organizational, project management, and time‑management skills
- Ability to operate independently and manage multiple initiatives
- Proficiency with Microsoft productivity tools, including Excel
- Ability to work effectively in a fast‑paced, deadline‑driven environment
- Ability to handle sensitive information with discretion
- Up to 50% travel time required