Support Enablement Officer- Emea

**About the Role**

The Support Enablement Officer is an eager, self-motived person who builds and facilitates our onboarding and continuing education initiatives for support technicians across the globe, in alignment with strategic directives from senior leadership.

You will work closely with the Support Leadership, Enablement, Training, and Product Management teams worldwide to identify and execute critical training plans for the organization and help build the foundation for the team’s long-term support enablement strategy.

Areas of focus include onboarding new reps, minimizing time to ramp, identifying, and sharing best practices, and establishing consistency and repeatability of all training and documentation. You will be a mentor to the team and an avenue of professional growth.

This position reports directly to the Support Enablement Officer in North America.

**Location-** Berlin, Germany

**What You’ll be Doing**
- Active engagement with Support Enablement, Leadership and team members on areas of opportunity/improvement that can be addressed by training/documentation initiatives
- Determine support enablement priorities alongside Support Leadership and Enablement. Gather and relay feedback to continuously iterate on the enablement strategy
- Administer the Technical Support Onboarding Program to ramp new hires efficiently and effectively across a spectrum of roles and responsibilities
- Build and maintain the Technical Support training curriculum, including LMS courses, and coordinate with cross-functional teams to build informative content and improve technician efficiency
- Use performance data to identify knowledge or skill gaps across the team
- Proactively review tickets for training opportunities - notes, calls, troubleshooting, proper ticket handling, etc
- Be a part of post-mortem conversations on bad CSAT surveys, including joining partner calls, as requested by the Support Pod Manager to identify training opportunities.
- Manage content and training needs around new products and releases. Work closely with Support Enablement, Training, Product Management and Development teams to translate new product information into usable content for Technical Support reps.
- Work to continually iterate and improve new hire ramp programs to drive world class support.
- Proactively identify opportunities to improve the Technical Support process and to assist management in understanding process bottlenecks and inconsistencies.
- Use Content Cues in ZD to help determine documentation needs
- Assist in other duties, as assigned

**About You**
- At least 3 years experience in a technical role
- Bachelor’s degree required
- Experience in training facilitation using a variety of outlets: virtual,

written and in-person
- High performer and thought leader
- Outstanding presenter and public speaker
- Strong technical writing skills
- Ability to coach and mentor support engineers
- Prior management experience preferred
- Experience authoring LMS courses is strongly preferred
- Prior experience in high-growth SAAS environment
- Strong ability to work with cross-functional teams
- Prior experience in Zendesk or WorkRamp preferred

**About Us**

**What You’ll Love**
- Growing personally and professionally with one of the fastest growing companies
- Developing your skills through our renowned training platform
- Receiving competitive compensation
- Collaborating with a curious, kind, international, and intercultural workforce
- Enjoying your work environment with its location in the heart of Berlin, directly at the AlexanderPlatz (close to all transit).