Senior Technical Support Training Manager
📍 Hyderabad | 🏢 Hybrid – 3 Days/Week in Office
About the Role
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. In this role, you will own onboarding and ongoing technical training, ensuring employees are prepared, current, and aligned to support standards. If you're a passionate learning professional who combines deep technical knowledge with a talent for developing people, this role is for you.
- Microsoft Productivity Tools (Word, Excel, PowerPoint, Outlook, Teams)
- Learning Management Systems (LMS)
- Training & Documentation Platforms
Your Role Responsibilities — Here's What You'll Do
- 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 across global teams.
- Evaluate training effectiveness using performance data, feedback, and customer trends; identify skill gaps in new hires and existing teams and 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, with up to 50% travel.
- Coach and mentor team members; provide feedback to leadership on technical readiness and development needs, and support broader learning initiatives including workshops, special projects, and cross-functional enablement efforts.
Role Essentials — What You Bring
- 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, with strong technical aptitude and a thorough understanding of support operations.
- Strong analytical skills with the ability to assess training effectiveness and drive continuous improvement, paired with excellent written and verbal communication skills.
- Strong organizational, project management, and time-management skills with the ability to operate independently and manage multiple initiatives simultaneously.
- Proficiency with Microsoft productivity tools, including Excel, with the ability to work effectively in a fast-paced, deadline-driven environment and handle sensitive information with discretion.
What We'd Like to See — Preferred Skills
- Experience designing and delivering technical training programs for global support teams, with a proven track record of improving employee readiness and proficiency.
- Demonstrated ability to partner effectively with Product, SMEs, Instructional Design, and Education Services teams to ensure training accuracy and consistency.
- Experience identifying skill gaps in new hires and existing teams, with the ability to adjust curricula and training approaches to meet diverse learning needs.
- Strong coaching and mentoring skills, with experience providing feedback to leadership on technical readiness and development needs across a global workforce.
- Experience supporting broader learning initiatives including workshops, special projects, and cross-functional enablement efforts in a fast-paced enterprise environment.
About Hyland
Hyland is the pioneer of the Content Innovation Cloud™, delivering ubiquitous enterprise intelligence to organizations with solutions that unlock actionable insights and drive automation.
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. All rights reserved.
About Hyland Life
Since 1991, it has been Hyland's mission to help our employees, customers and partners exceed their potential with our industry-leading . 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 . We strongly support employee initiatives and align our giving campaigns and programs to organizations that are important to them.
Equal Opportunity Statement
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.
