Education – Training & Knowledgebase

PRIMARY RESPONSIBILITIES

Training & Education Program Development

• Define and implement knowledge transfer methods such as: Webinars, online courses, certifications, Q&A sessions, videos, support articles, hands-on field training, and formal assessments.
• Build and maintain structured training programs for various audiences, including: Internal teams (Engineering, Sales, Support, etc.), External stakeholders (Partners, Customers – by role and responsibility).
• Develop and maintain certification paths and testing procedures to validate knowledge.

Education Systems & Process Ownership

• Education CMS (Content Management System): Evaluate, select, and deploy education systems/platforms. Ensure proper integration between the content requirements and system capabilities.
• Define and manage lifecycle processes: Drafting, reviewing, approving, publishing, and updating documentation and training materials.
• Set content access control levels and distribution channels across stakeholders.

Knowledgebase and Support Enablement

• Collect and process all existing technical content from field deployments and support cases.
• Lead the organization and classification of the technical knowledge base.
• Ensure the Customer Success and Support teams are equipped to: Prepare and deliver technical training. Present product architecture, deployment methodology, and field troubleshooting practices to customers and partners. Review and contribute to the development of customer-facing documentation and product collateral.

Content Strategy & Creation

Define the scope and structure of training and documentation materials by phase:

Presales: Competitive analyses, value proposition decks, product positioning.

Deployment: Installation guides, checklists, system configurations, field service materials.

Post-Sales: Troubleshooting guides, knowledge base articles, FAQs, white papers.

• Manage the creation of various content types, including: technical briefs, product offering documents, and best practice use cases.

EXPERIENCE AND EDUCATIO

• N5+ years of experience in technical training, content development, or knowledge management roles within technology
• .Proven experience in deploying and managing learning management systems (LMS), documentation platforms, or content libraries
• .Excellent writing, editing, and organizational skills with strong attention to detail
• .Strong interpersonal and communication skills with an ability to lead cross-functional collaboration
• .Fluent in English; additional languages – an advantage