Technical Support Training Manager

Location: Remote - US Work Model: Remote

The Senior Technical Support Training Manager 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; maintain standardized training materials and documentation within approved systems
• Evaluate training effectiveness using performance data, feedback, and customer trends; recommend and implement improvements; identify skill gaps in new hires and existing teams and adjust curricula to improve readiness and proficiency
• Deliver in-person training sessions as needed to support global teams with 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; operate independently and manage multiple initiatives simultaneously in a fast-paced environment

• Microsoft Office Suite
• Microsoft Excel

• Bachelor's degree or equivalent experience with 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 programs with strong technical aptitude and a solid understanding of support operations
• Strong analytical skills with the ability to assess training effectiveness, identify skill gaps, and drive continuous improvement through data and feedback
• Excellent written and verbal communication skills with demonstrated ability to collaborate effectively across technical and business teams
• Strong organizational, project management, and time management skills with the ability to operate independently, manage multiple initiatives, and handle sensitive information with discretion

• Experience designing and delivering onboarding programs for technical support teams in a global environment
• Familiarity with instructional design principles and learning management systems (LMS)
• Experience partnering with Product and SME teams to ensure training accuracy and alignment to product updates
• Proven ability to coach and mentor team members and provide actionable feedback to leadership on technical readiness and development needs
• Experience supporting cross-functional enablement efforts including workshops and special learning projects

Hyland is the pioneer of the Content Innovation Cloud, delivering ubiquitous enterprise intelligence to organizations with solutions that unlock actionable insights and drive automation. Hyland. All rights reserved.

Trusted by thousands of organizations worldwide, including many of the Fortune 100, Hyland's solutions create the foundation for a connected, agentic enterprise, where teams harness the power of AI to redefine how they operate and engage with those they serve. For additional information on Hyland's platform and services, please visit Hyland.com.

Since 1991, it has been Hyland's mission to help our employees, customers and partners exceed their potential with our industry-leading content services platform. Our employees exude a contagious energy and are passionate about what they do - whether it's helping customers succeed, raising up their fellow Hylanders, or engaging in the communities where they live and work.

The #HylandLife hashtag encompasses our employee-centric culture. Our employees live our culture day in and day out by bringing their best self to work. Hyland supports them to do just that through career development resources, wellbeing programs and innovation practices. We thrive on diverse viewpoints and new ideas and believe that a positive, inclusive workplace is imperative to sustainable success.

As we've grown to a company of nearly 4,000 strong, we have the opportunity to make a significant impact on our communities. We strongly support employee initiatives and align our giving campaigns and programs to organizations that are important to them.

Hyland is an equal opportunity employer. We value diversity and are committed to providing an inclusive workplace for all employees and applicants. Employment decisions are made without regard to any characteristic protected by applicable laws and regulations. Information collected during the hiring process is used solely to assess qualifications, verify identity, and comply with legal requirements.