Technical Support Training Manager

Overview

Technical Support Training Manager

📍 Poland | 💻 Remote

About the Role

The Technical Support Training Manager designs, develops, and delivers training programs that build the technical, procedural, and customer-service capabilities of global Technical Support employees. In this role, you will ensure new hires and existing team members gain the knowledge and skills required to support Hyland products effectively through structured onboarding and ongoing learning initiatives. If you're a passionate training professional with deep technical knowledge and a talent for simplifying complex concepts, this role is for you.

Technology Tools

• Microsoft Windows & Office Suite
• Microsoft Excel (Advanced)
• Linux Operating Systems
• Unix Operating Systems
• Microsoft Operating Systems & Products
• Learning Management & Training Delivery Platforms

Your Role Responsibilities — Here's What You'll Do

• Develop and deliver new-hire training programs by creating structured onboarding curricula, coordinating scheduling, and facilitating virtual and in-person sessions to ensure Technical Support employees develop foundational technical and customer-service skills.
• Facilitate ongoing training sessions by maintaining and updating content for technical modules, best practices, and process changes to keep Support team members aligned with current product functionality and support standards.
• Train employees on customer-contact handling by demonstrating call-troubleshooting techniques, documentation expectations, customer-service practices, and proper use of internal tools to improve service quality and case accuracy.
• Serve as the Technical Support training subject-matter expert by maintaining up-to-date knowledge of Hyland products and processes and partnering with product-specific SMEs to ensure training materials reflect the most current information.
• Analyze training effectiveness by reviewing customer detractor trends, performance data, and feedback to identify opportunities for improvement; identify skill gaps in new-hire classes and adjust training plans in partnership with Technical Support leadership to improve readiness.
• Design and modify training curricula by incorporating product updates, process changes, and learner feedback; deliver in-person training sessions with up to 50% travel and support additional learning initiatives, specialized workshops, and cross-functional training efforts.

Role Essentials — What You Bring

• Bachelor's degree or equivalent experience, with 8+ years of professional experience including 3+ years delivering training or equivalent Hyland experience.
• Strong verbal and written communication skills with the ability to facilitate professional, learner-centered training sessions; strong Microsoft Excel skills and proficiency with Microsoft Windows and Office.
• Strong facilitation, project management, and organizational skills, with the ability to manage multiple deadlines and meet defined objectives independently with minimal oversight.
• Strong knowledge of operating systems including Linux, Unix, and Microsoft operating systems and products, with strong knowledge of systems administration and the ability to quickly research, learn, and communicate unfamiliar technical information.
• Demonstrated ability to coach, teach, and simplify complex technical concepts, with strong critical thinking and problem-solving skills and up to 50% travel time required.

What We'd Like to See — Preferred Skills

• Demonstrated experience developing and delivering structured onboarding curricula for global technical support teams, with a proven track record of improving employee readiness and proficiency.
• Experience collaborating with instructional designers, product managers, and Education Services teams to ensure training materials are accurate, consistent, and aligned with current product functionality.
• Experience analyzing training effectiveness through performance data, customer detractor trends, and learner feedback, with a track record of recommending and implementing program improvements.
• Strong coaching and mentoring skills with experience identifying skill gaps in new-hire classes and adjusting training plans in partnership with Technical Support leadership.
• Demonstrated flexibility and adaptability in a dynamic, evolving environment, with experience supporting project-based work, specialized workshops, and cross-functional training initiatives.

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.com.

© Hyland. All rights reserved.

About Hyland Life

#HylandLife

Since 1991, it has been Hyland's mission to help our employees, customers and partners exceed their potential with our industry-leading content services platform. 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 make a significant impact on our communities. 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.