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обновлено 9 дней назад

Technical Support Enablement Manager

Формат работы
remote (только USA)
Тип работы
fulltime
Грейд
senior
Английский
b2
Страна
US
Вакансия из списка Hirify.GlobalВакансия из Hirify Global, списка международных tech-компаний
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Описание вакансии

Текст:
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TL;DR
Technical Support Enablement Manager (Customer Success and Technical Support): Building and maintaining training content for Customer Success Managers, Customer Success Engineers, and Professional Services Engineers with an accent on technical support procedures, product knowledge, troubleshooting, and customer engagement. Focus on designing scalable curricula, measuring training effectiveness through KPIs, and developing expertise in virtualization, networking, and data storage technologies.

Location: Remote within the United States; Raleigh-Durham, North Carolina. Travel up to 30% required.

Company

hirify.global develops data storage technologies and products supported by technical Customer Success and Professional Services teams.

What you will do

  • Design, deliver, and scale technical training for Customer Success teams, covering product onboarding, new product introductions, issue identification, troubleshooting, and customer engagement.
  • Facilitate live training sessions, webinars, and workshops for virtual and in-person audiences.
  • Build and maintain learning materials, playbooks, certifications, and LMS content aligned with business goals and product releases.
  • Collaborate with Customer Success leadership, Enablement, Product Management, R&D, subject-matter experts, and other cross-functional teams.
  • Identify skill gaps, gather stakeholder feedback, and improve enablement initiatives.
  • Define training KPIs, analyze performance data, and recommend improvements to ramp time and ticket resolution.

Requirements

  • Proven experience designing and delivering effective training for technical teams.
  • Strong facilitation, presentation, written communication, and instructional design skills.
  • Experience with LMS platforms, adult learning principles, training evaluation, cross-functional collaboration, and independent initiative management.
  • Background in Customer Success, Professional Services, or Technical Support, including highly technical support procedures.
  • Understanding of virtualization and containerization technologies, including VMware and Docker; advanced networking, switch configuration, and troubleshooting.
  • Knowledge of SAN, NAS, DAS, and cloud storage, plus hands-on laboratory and hardware management experience.

Nice to have

  • Previous experience as an Escalation Engineer.

Culture & Benefits

  • Remote work within the United States.
  • Collaboration with Customer Success, Enablement, Product Management, R&D, and other cross-functional teams.
  • Up to 30% travel.

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