Learning and Development Manager, Technical Support

Cyera
Tel Aviv
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 5+ yearsEducation: bachelorsSkills: ["Written communication","Verbal communication","Program management","Stakeholder management","Analytical mindset"]

Own the end-to-end learning strategy for a global Technical Support organization, including new-hire onboarding, technical ramp, role-based enablement, soft-skills development, certification paths, and ongoing learning. Partner with Technical Support leadership and cross-functional teams to translate product knowledge into labs, troubleshooting guides, and simulations. Build skills matrices and competency frameworks, run train-the-trainer programs, and measure learning impact using ramp, certification, and support-quality metrics.

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FursaFursa
Cyera
Cyera
1 month ago

Learning and Development Manager, Technical Support

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 13 hours agoStatus: Live

Job Summary

Own the end-to-end learning strategy for a global Technical Support organization, including new-hire onboarding, technical ramp, role-based enablement, soft-skills development, certification paths, and ongoing learning. Partner with Technical Support leadership and cross-functional teams to translate product knowledge into labs, troubleshooting guides, and simulations. Build skills matrices and competency frameworks, run train-the-trainer programs, and measure learning impact using ramp, certification, and support-quality metrics.
Location: Tel Aviv
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Develop and own the learning roadmap for global Technical Support aligned to operating model, tiered support structure, product roadmap, customer needs, and business growth.
  • •Design and continuously improve onboarding and technical ramp programs, including milestones, assessments, and readiness criteria for current and future roles.
  • •Create role- and tier-based enablement paths covering triage, log collection, troubleshooting, ticket hygiene, escalation quality, customer communication, Jira and Zendesk discipline, and follow-the-sun practices.
  • •Partner with product and technical teams to translate product knowledge into training content such as troubleshooting guides, labs, simulations, certification modules, and practical exercises.
  • •Build skills matrices and competency frameworks, run internal certification and readiness programs, enable continuous learning mechanisms, and measure learning impact using defined success metrics.

Key Requirements

  • •5+ years of experience in learning and development, technical enablement, support enablement, technical support, or customer support operations.
  • •Bachelor’s degree or equivalent practical experience in learning and development, education, instructional design, organizational development, business, computer science, information systems, cybersecurity, or related fields.
  • •Experience building onboarding programs, 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 using an LMS and building learning analytics to manage technical enablement programs with assignments, assessments, certification tracking, and reporting.
Experience:5+ yearsSaaSCloudCybersecurityEnterprise software
Education:Bachelor's in Learning and Development, Education, Instructional Design, Organizational Development, Business, Computer Science, Information Systems, Cybersecurity (or related field)
Skills:Written communicationVerbal communicationProgram managementStakeholder managementAnalytical mindset
Tech Stack:LMSJiraZendeskServiceNowAI/automation

Company Brief

Cyera
Provides an AI‑native data security platform that discovers, classifies, and protects sensitive data across cloud, SaaS, databases, AI systems and on‑prem environments to reduce risk and enable secure AI adoption.
Industry: Cybersecurity
Company Size: Enterprise (1,001+ employees)
Growth: Scaleup
Valuation: Unicorn (USD 1B+)
Funding: Series F
Headquarters: New York, United States
Founded: 2021
Glassdoor
Glassdoor: 4.8
WebsiteLinkedInGlassdoor