Are you passionate about enabling teams through impactful documentation and training? Do you excel at translating complex information and processes into clear, concise, and user-friendly instructions? Are you proficient in SQL queries, APIs, MongoDB, XML, and JSON? If so, we’d love for you to join our Education and Enablement team to help shape our technical documentation and training.

As a Technical Trainer, you will play a critical role in developing the knowledge and expertise of our Operations & Compliance team members. You will create and deliver high-quality Tipalti product documentation and training in alignment with product release timelines and per the needs of various job roles, including Technical Support Engineers, Customer Support Engineers, Customer Onboarding Managers, and others.

Responsibilities

Documentation

• Transform complex workflows, codes, Product Requirement Documents (PRDs), mockups, technical specifications, and integration processes into accessible, user-friendly articles, guides, job aids, and other relevant forms of documentation.
• Organize and present technical information logically and coherently, making it comprehensible to technical and non-technical audiences.
• Work closely with subject matter experts, such as engineers, developers, and Operation & Compliance team members, to gain a deep understanding of the Tipalti software, implementation/customer onboarding processes, and troubleshooting techniques.
• Maintain and enhance internal knowledge bases to ensure information is discoverable and accessible when needed by team members.

 

Training 

• Design, develop, and publish training in multimedia formats, including e-learning, participant and facilitator guides, slideware, and video demonstrations.
• Deliver live training sessions to onboard new hires and enable,  uplevel, and upskill current employees.
• Incorporate processes and procedures into training curricula to ensure the knowledge and skills being taught can be applied on the job.
• Stay abreast with product updates and update training materials based on changes/upgrades to the Tipalti product.

 

Analysis and Assessment

• Monitor key metrics (e.g., SLA/OLA, CSAT, escalation ratios) to identify knowledge gaps.
• Solicit feedback for measuring documentation effectiveness.
• Develop methods for testing learner comprehension and assessing impact.

Experience and Qualifications

• 5 years of experience in software development or related fields with 2 years of experience in technical writing or training.
• Strong technical knowledge with proficiency in Postman, SQL queries, APIs, MongoDB, XML, and JSON.
• Ability to explain technical concepts in simple terms.
• Excellent writing, editing, and proofreading skills, with a keen eye for detail.
• Strong English language proficiency, both written and verbal, including grammar, spelling, and usage.
• Proficiency with Adobe Creative Cloud, Articulate Rise/Storyline, Camtasia, Vyond, or equivalent software.
• Ability to coach, train, and enable diverse job roles with varying levels of technical knowledge.
• Experience with Jira or other issue-tracking and project management systems.
• Experience with  Confluence or other knowledge management systems.
• Ability to travel.

• Fluency in English (spoken, written, and reading) - is a must.

   

Preferred Experience and Skills

• Ability to work collaboratively with cross-functional teams, including engineers and developers.
• Strong organizational skills, ability to manage multiple projects simultaneously, and ability to adapt in a fast-paced environment.
• Familiarity with customer support KPIs like CSAT, SLA, and escalation rates.
• Familiarity with software development processes and methodologies.
• Professional certifications in technical writing, technical training, or instructional design.

 

#LI-AA1

#LI-hybrid