Learning and Development Manager, Technical Support

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.