Learning and Development Manager, Technical Support

Description:

Cyera is looking for a Learning and Development Manager to build and scale the learning foundation for our Global Technical Support organization. This is a critical role for enabling a professional, scalable, and globally consistent Support organization.

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 Cyera's 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.

• 5+ years of experience in Learning and Development, Technical Enablement, Support Enablement, Customer Support Operations, Technical Support, or a related function.
• Bachelor’s 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 experience using an LMS to manage technical enablement programs, including course structure, learner assignments, assessments, certification tracking, reporting, and learning analytics.
• Ability to partner with technical SMEs and convert complex product knowledge into practical learning experiences.
• Strong program management skills, including roadmap ownership, stakeholder management, prioritization, execution, and measurement.
• Excellent written and verbal communication skills, with the ability to create clear training materials for technical and non-technical audiences.
• Strong analytical mindset, with experience using data to identify skill gaps and measure enablement effectiveness.

Preferred Qualifications

• Experience designing technical labs, simulations, role-play exercises, or scenario-based troubleshooting training.
• Familiarity with Zendesk, ServiceNow, Jira or similar platforms
• Experience in cybersecurity, data security, DSPM, DLP, cloud security, AI security, or privacy-related domains.