Technical Product Trainer (Service & Support)

We are seeking an experienced Technical Product Trainer to join our Service & Support team. In this role, you will be responsible for end-to-end technical training design, delivery, and evaluation across complex multi-product environments. You will work closely with Engineering, Technical Support, Manufacturing, and Product Delivery Analysts to convert technical documentation into engaging curricula, ensuring our internal support teams and clients are fully enabled on current product features.

Key Responsibilities

• Training Delivery & Facilitation
  
• Conduct technical training courses (classroom lectures and hands-on laboratory sessions) for new hire onboarding, product/procedure adjustments, and customer-facing sessions.
  
• Facilitate live virtual and in-person learning experiences covering technical support, product functionalities, customer service, and sales support workflows.
  
• Curriculum & Content Management
  
• Collaborate with Engineering, Technical Support, and Product Delivery Analysts to build and maintain up-to-date lesson plans, SOPs, and course materials from technical/software documentation.
  
• Create, edit, and manage e-learning modules and virtual training content for assignment through the Learning Management System (LMS).
  
• Design supporting evaluation materials, including quizzes, assessments, and presentation decks (PPTs).
  
• Performance & Impact Tracking
  
• Evaluate student performance and measure learning retention for a designated period post-training.
  
• Gather feedback and conduct post-training follow-ups to determine the real-world applicability and effectiveness of course materials.
  
• Support overall company and support team objectives through continuous quality and training alignment.
  

Qualifications & Requirements

• Education & Experience
  
• Minimum High School diploma; University degree or ongoing studies preferred.
  
• Proven track record in technical product training, instructional delivery, or pedagogy within a customer service/support framework.
  
• Technical & Domain Expertise
  
• Travel Industry Background: Strong preference for candidates with an airline background and hands-on experience in Global Distribution Systems / Reservation Systems (Sabre, Amadeus, or Galileo).
  
• Technical Skills: Familiarity with ITIL processes, XML, SQL, API programming concepts, and Salesforce CRM.
  
• LMS & Tools: Hands-on experience creating, uploading, and managing training content within modern LMS platforms.
  
• Core Competencies
  
• Proficient written and verbal English communication skills (additional languages are a plus).
  
• Strong time management, organizational, and prioritization skills.
  
• Demonstrated analytical and troubleshooting capabilities with the ability to adapt to changes on the fly under pressure.
  
• Strong collaborative mindset and proven customer service orientation.