Technical Support Trainer

This is a fully remote position, open to applicants in United States.

📋 Description

• Create, implement, and expand training content for the Customer Success team, focusing on onboarding product knowledge, new product introductions (NPI), issue identification, troubleshooting, and best practices for customer engagement.

• Conduct live training sessions, webinars, and workshops.

• Collaborate with Subject Matter Experts to develop precise, relevant, and actionable content.

• Maintain a comprehensive library of current learning materials, playbooks, and certifications that align with business objectives.

• Leverage the Learning Management System to monitor progress and completion rates.

• Revise content to incorporate new product launches, process modifications, and industry best practices.

• Work with Technical Enablement and Customer Success Leadership to pinpoint skill gaps and prioritize initiatives.

• Collaborate with Product Management, the Office of the CTO, Customer Success, and Technical Enablement teams to ensure consistency across the customer journey.

• Collect stakeholder feedback to assess training effectiveness and make necessary adjustments.

• Establish metrics and key performance indicators (KPIs) to evaluate training programs, including ramp-up time, improvements in customer health, Net Promoter Score (NPS), and renewal rates.

• Analyze performance data and propose enhancements to achieve measurable business results.

⛳️ Requirements

• Demonstrated success in designing and delivering effective training programs for customer-facing teams.

• Experience with complex technical support procedures in industries similar to VAST Data.

• Strong facilitation and presentation skills for both virtual and in-person interactions.

• Exceptional written communication and instructional design skills.

• Knowledge of LMS platforms, adult learning principles, and training assessment methods.

• Ability to work collaboratively across functions, manage multiple priorities, and lead initiatives independently.

• Experience in Customer Success, Professional Services, Support, Enablement, Learning & Development, or a related field.

• Solid understanding of virtualization and containerization technologies, including VMware and Docker.

• Strong analytical and problem-solving abilities.

• Preferred experience in hands-on lab and hardware management.

• Willingness to travel up to 30%.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance packages.

• Opportunities for professional development and continuous learning.

• Flexible work hours and the option for remote work.

• Collaborative and inclusive company culture.

• Additional perks such as wellness programs and team-building activities.