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Technical Support Enablement Manager
VAST Data. Develop, implement, and scale training content for the Customer Success team, covering onboarding product knowledge, NPI, issue identification, troubleshooting, and customer engagement best practices .
Tech Stack
Tools & technologiesCloudDockerVMware
About the role
Key responsibilities & impact- Develop, implement, and scale training content for the Customer Success team, covering onboarding product knowledge, NPI, issue identification, troubleshooting, and customer engagement best practices
- Facilitate live training sessions, webinars, and workshops
- Partner with Subject Matter Experts to create accurate, relevant, and practical content
- Maintain a library of up-to-date learning materials, playbooks, and certifications aligned with business goals
- Utilize the Learning Management System to track progress and completion
- Update content to reflect new product releases, process changes, and industry best practices
- Collaborate with Customer Success leadership to identify skill gaps and prioritize enablement initiatives
- Coordinate with teams and experts across the organization to align content with business needs
- Gather stakeholder feedback to measure training effectiveness and iterate as needed
- Establish metrics and KPIs to evaluate training initiatives
- Analyze performance data and recommend improvements to drive measurable business outcomes
Requirements
What you’ll need- Proven track record in designing and delivering effective training for technical teams
- Strong facilitation and presentation skills, both virtual and in-person
- Excellent written communication and instructional design capabilities
- Familiarity with LMS platforms, adult learning principles, and training evaluation methods
- Demonstrated ability to work cross-functionally, manage multiple priorities, and drive initiatives independently
- Willingness to travel up to 30%
- Background in Customer Success, Professional Services, or Support
- Experience with highly technical support procedures in similar industries to VAST Data
- Preference for previous tenure as Escalation Engineer
- Solid understanding of virtualization and containerization technologies, including VMware and Docker
- Advanced networking, switch configuration, and troubleshooting
- Knowledge of data storage technologies, such as SAN, NAS, DAS, and cloud storage
- Must have hands-on lab and hardware management experience