Cyera is looking for a Learning and Development Manager to build and scale the learning foundation for our Global Technical Support organization. This is a critical role for enabling a professional, scalable, and globally consistent Support organization. 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 Cyera's 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, ide
