You will own the end-to-end learning strategy for Technical Support, including new-hire onboarding, technical ramp, role-based enablement, soft-skills development, certification paths, skills assessment, and continuous learning. You will partner closely with Technical Support leadership, Support Operations, Office of the CTO, Product Management, R&D, Documentation, Customer Success, and GTM Enablement to ensure Support engineers are prepared to deliver timely, professional, and effective customer support across platform.
Key Responsibilities
Build the Technical Support learning strategy: Develop and own the learning roadmap for Global Technical Support, aligned to Support's operating model, tiered support structure, product roadmap, customer needs, and business growth.
Own onboarding and ramp: Design, launch, and continuously improve onboarding programs for new Technical Support hires across different teams, and future roles. Define ramp expectations, milestones, assessments, and readiness criteria.
Create role-based enablement paths: Build structured learning paths by role and tier, including frontline triage, log collection, troubleshooting, ticket hygiene, escalation quality, customer communication, Jira and Zendesk discipline, root-cause thinking, handoffs, and follow-the-sun support practices.
Develop technical enablement content: Partner with Product Management, R&D, Documentation, and senior Support engineers to translate Cyera product knowledge into training materials, troubleshooting guides, labs, simulations, certification modules, and practical exercises.
Establish skills mapping and competency frameworks: Create a skills matrix for Support roles, assess current team capabilities, identify gaps, and use the data to prioritize enablement investments. Maintain role-based competency expectations as the organization evolves.
Build certification and readiness programs: Define internal certification paths for Support engineers, including product fluency, technical troubleshooting, customer communication, escalation readiness, severity handling, and on-call readiness.
Strengthen customer communication and soft skills: Develop training for written customer updates, executive communication, de-escalation, incident communication, customer empathy, business impact discovery, and clear ownership language.
Enable continuous learning: Create recurring learning mechanisms such as technical deep dives, case reviews, incident debrief learnings, product release enablement, knowledge-sharing sessions, office hours, and train-the-trainer programs.
Support knowledge management and self-service: Partner with Support Operations, Knowledge Management, Documentation, and AI/Automation teams to improve knowledge capture, case deflection, reusable troubleshooting content, and supportability feedback loops.
Measure learning impact: Define and track L&D success metrics such as time to ramp, certification completion, assessment scores, case quality, escalation quality, first-contact resolution, knowledge contribution, CSAT/CES influence, and manager feedback.
דרישות:
5+ years of experience in Learning and Development, Technical Enablement, Support Enablement, Customer Support Operations, Technical Support, or a related function.
Bachelors degree or equivalent practical experience in Learning and Development, Education, Instructional Design, Organizational Development, Business, Computer Science, Information Systems, Cybersecurity, or a related field.
Experience building onboarding, role-based learning paths, competency frameworks, and certification programs for technical or customer-facing teams.
Strong understanding of Technical Support workflows, including ticket triage, escalation management, customer communication, incident handling, troubleshooting, and knowledge management.
Experience working with SaaS, cloud, cybersecurity, data platforms, enterprise software, or similarly complex technical products.
Hands-on experien המשרה מיועדת לנשים ולגברים כאחד.