Senior Technical Support Trainer (AI)

TL;DR

Senior Technical Support Trainer (AI): Designing and developing AI-powered, self-guided training modules for global support engineers with an accent on scalable digital content and automated learning paths. Focus on converting instructor-led curricula into AI-assisted learning aids and optimizing the knowledge management program.

Location: Hybrid in Manila, Philippines (2 days office, 3 days remote)

Company

Global market leader in AI-powered customer experience (CX) and financial crime prevention software.

What you will do

• Design and build AI-powered, self-guided training modules for global support engineers.
• Convert instructor-led curricula into scalable digital content deployed through the Dojo LMS using SCORM formats.
• Develop AI-assisted learning aids, including guided troubleshooting bots and interactive knowledge checks.
• Collaborate with L3/L4 SMEs to translate complex technical subject matter into accessible learning experiences.
• Facilitate live onboarding and upskilling sessions while the self-guided module library matures.
• Integrate training content with AI workflows, bots, and global knowledge bases.

Requirements

• 3+ years of experience in technical training, instructional design, or L&D within a SaaS or enterprise technology company.
• Demonstrated experience building e-learning content and working with LMS platforms.
• Hands-on experience with AI tools, prompt engineering, and AI-assisted content generation.
• Ability to translate complex technical concepts (networking, software configuration) into clear training materials.
• Must be based in Manila, Philippines to adhere to the hybrid work model.
• Proficiency in Microsoft 365 and experience working in remote-first, globally distributed teams.

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• Experience with AI frameworks like Azure OpenAI, Claude, or Power Automate.
• Familiarity with contact center operations, telephony, or hirify.global CXone Mpower products.
• Knowledge of Python or scripting for content automation and LMS integrations.
• Background in knowledge-centered support (KCS) or knowledge management principles.

Culture & Benefits

• hirify.global-FLEX hybrid model enabling 3 days of remote work and 2 days in the office per week.
• Access to endless internal career opportunities across multiple roles, disciplines, and locations.
• Fast-paced, collaborative, and creative work environment within a market-leading organization.
• Opportunity to work with high-performing teams on cutting-edge AI learning solutions.