Hyland
Technical Support Training Manager
Edtech.com's Summary
Hyland is hiring a Technical Support Training Manager. The role involves designing, delivering, and improving technical training programs to equip global Technical Support teams with skills to support Hyland products effectively. The manager leads onboarding and ongoing training, evaluates training effectiveness, and collaborates across departments to maintain training accuracy and consistency.
Highlights
- Design and deliver structured onboarding and ongoing technical training programs.
- Train support staff on customer interactions, troubleshooting, documentation, and internal tools.
- Serve as a subject matter expert on Hyland products and support processes.
- Partner with Product, Technical Support SMEs, Instructional Design, and Education Services teams.
- Evaluate and improve training effectiveness using performance data and feedback.
- Maintain standardized training materials and documentation.
- Coach and mentor team members, providing feedback to leadership.
- Require proficiency with Microsoft productivity tools, especially Excel.
- Minimum 8 years of professional experience, including 3 years in technical training or equivalent Hyland experience.
- Up to 50% travel required to deliver in-person training sessions globally.
Technical Support Training Manager Full Description
Technical Support Training Manager
Job ID 2026-13661
# of Openings 1
Job Locations Remote - U.S.
Category Technical Support
Overview
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.
Responsibilities
- 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
Basic Qualifications
- 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
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