Technical Support Training Manager

Overview

Hyland Software is widely known as a great company to work for and a great company to do business with. Being a leader in providing software solution for managing content, processes, and cases for organizations across the globe we enabled more than 20,000 organizations to digitalize their workplaces and transform their operations.

Currently we are looking Technical Support Training Manager 3

The 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.

• 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 

• Evaluate training effectiveness using performance data, feedback, and customer trends; recommend and implement improvements 

• Identify skill gaps in new hires and existing teams; 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 (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 
• Comply with all corporate and departmental privacy and data security policies and practices, including but not limited to, Hyland’s Information Systems Security Policy

• Bachelor’s degree or equivalent experience 

• 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 

• Strong technical aptitude and understanding of support operations 

• Excellent written and verbal communication skills 

• Strong analytical skills with the ability to assess effectiveness and drive improvement 

• Experience collaborating across technical and business teams 

• Strong organizational, project management, and time‑management skills 

• Ability to operate independently and manage multiple initiatives 

• Proficiency with Microsoft productivity tools, including Excel 

• Ability to work effectively in a fast‑paced, deadline‑driven environment 

• Ability to handle sensitive information with discretion 

Hyland’s Offering

We’re proud of our culture and take employee engagement seriously. By listening to employees’ feedback, we’re able to provide meaningful benefits and programs to our workforce.

• Learning & Development- development budget (used for certifications, conferences etc..), tuition assistance program, 4,000+ self-paced online courses, instructor-led webinars, mentorship programs, structured on-boarding experience full of trainings, dedicated Learning & Development department supporting our employees.
• R&D focus – cutting edge technologies, constant modernization efforts, dynamic and innovative environment, dedicated R&D Education Services department to help you grow.
• Work-life balance culture– flexible work environment and working hours (we are working in task-based system!), possibility to work from home, we value trust, and we believe efficiency does not depend on your actual location, however we would like to spend time together in the office! 
• Well-being- private medical healthcare, life insurance, gym reimbursement.
• Community Engagement– Volunteer time off (24h/year).
• Diversity & Inclusion– employee resource groups, inclusion benefits and policies
• Niceties & Events– snacks and beverages, employee referral program,  birthday, baby gifts and employee programs

 If you would like to join the company where honesty, integrity and fairness lie in the bottom of values, where people are truly passionate about technology and dedicated to their work – connect with us!

We are committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, marital status, gender identity or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. The information collected by this application is solely to determine suitability for employment, verify identity and maintain employment statistics on applicants