Technical Support Training Manager

Technical Support Training Manager Job ID 2026-13661 # of Openings 1 Job LocationsRemote - U.S. Category Technical SupportOverviewThe 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.ResponsibilitiesDesign and deliver structured onboarding programs that build foundational technical, process, and customer service skillsDevelop and maintain ongoing technical training aligned to product updates, process changes, and support standardsTrain support employees on customer interactions, troubleshooting techniques, documentation expectations, and internal toolsServe as a technical training subject matter expert by maintaining deep knowledge of Hyland products and support processesPartner with Product, Technical Support SMEs, Instructional Design, and Education Services to ensure training accuracy and consistencyEvaluate training effectiveness using performance data, feedback, and customer trends; recommend and implement improvementsIdentify skill gaps in new hires and existing teams; adjust curricula to improve readiness and proficiencyMaintain standardized training materials and documentation within approved systemsDeliver inperson 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 needsSupport broader learning initiatives, including workshops, special projects, and crossfunctional enablement effortsBasic QualificationsBachelor's degree or equivalent experience8+ years of professional experience, including 3+ years delivering technical training or equivalent Hyland experienceProven ability to design and facilitate effective, learnerfocused technical trainingStrong technical aptitude and understanding of support operationsExcellent written and verbal communication skillsStrong analytical skills with the ability to assess effectiveness and drive improvementExperience collaborating across technical and business teamsStrong organizational, project management, and timemanagement skillsAbility to operate independently and manage multiple initiativesProficiency with Microsoft productivity tools, including ExcelAbility to work effectively in a fastpaced, deadlinedriven environmentAbility to handle sensitive information with discretionUp to 50% travel time required