Technical Enablement & Training Specialist

Position Overview 

The Technical Enablement & Training Specialist owns and drives the end-to-end technical enablement program for Autodesk’s Emerging Business Customer Success (EBCS) Support organization. This role is responsible for defining enablement strategy, building scalable learning solutions, and delivering programs that improve team readiness, operational efficiency, and customer outcomes across complex SaaS products. 

You will translate technical product knowledge into practical, high-impact learning experiences while leading cross-functional initiatives with Product Management, Engineering, Quality, and Support. This role requires strong program management discipline, instructional design expertise, and the ability to manage complex, concurrent initiatives in a fast-paced, release-driven SaaS environment. 

Success in this role is defined by measurable improvements in support performance, including time-to-proficiency, case resolution effectiveness, and customer experience. 

Responsibilities 

• Own the end-to-end technical enablement program for EBCS Support, including roadmap planning, prioritization, and continuous optimization aligned to business and product objectives   

• Establish and maintain program governance, including intake processes, prioritization frameworks, stakeholder reporting, and execution visibility. 

• Design and scale enablement solutions across multiple learning formats, including live sessions, self-paced learning, documentation, and multimedia, ensuring consistency, accessibility, and effectiveness across diverse learner needs 

• Assess and anticipate ongoing training needs, continuously updating materials to ensure accuracy, relevance, and alignment with product changes and support priorities, driving the development of highly capable, support-ready associates at scale  

• Drive the delivery of enablement and training initiatives end-to-end, including prioritization, dependency management, and execution across multiple stakeholders, ensuring high-quality, on-time delivery across competing priorities and deadlines 

• Define and measure enablement impact using business and performance metrics (e.g., time-to-proficiency, case resolution efficiency, escalation rates), and lead continuous improvement efforts in collaboration with the Quality team  

• Own and deliver periodic release enablement programs for EBCS Support teams based on Product Management and Engineering inputs, ensuring content is clear, actionable, and aligned to real-world use cases  

• Design and implement assessment strategies, such as quizzes and knowledge checks, to validate understanding, monitor post-training performance, and inform ongoing improvements  

• Establish and maintain proactive, ongoing alignment with Product teams regarding upcoming releases, roadmap changes, and development initiatives to ensure readiness across Support  

• Advocate for support teams and provide insights that influence product, support, and enablement strategy 

• Continuously evaluate and apply instructional design best practices and modern learning technologies, including Learning Management Systems (LMS), eLearning authoring tools, and multimedia production tools, to improve scalability and effectiveness  

• Enable support teams to stay current at scale with product knowledge, customer service practices, and support guidelines through structured and repeatable learning approaches  

• Maintain deep product expertise and support context, including engagement with live support scenarios, to inform program effectiveness and ensure training remains relevant and credible 

Minimum Qualifications 

• Experience designing, delivering, and evolving scalable enablement programs, with demonstrated ownership or leadership of initiatives in a technical, SaaS, or customer-facing environment  

• Solid understanding of technical product concepts and customer support or customer success workflows, with the ability to apply this knowledge to drive effective enablement outcomes  

• Ability to translate complex technical information into clear, practical, and scalable learning experiences that support team readiness and performance  

• Strong program and project management skills, including prioritization, dependency management, and execution across multiple stakeholders in fast-paced environments  

• Strong analytical skills, with the ability to measure enablement effectiveness and connect learning outcomes to team performance or operational metrics  

• Effective written, verbal, and stakeholder communication skills, with the ability to collaborate cross-functionally and influence alignment across teams 

Preferred Qualifications 

• Experience supporting complex or cloud-based SaaS products in a Customer Success or Support organization  

• Demonstrated experience building scalable, global enablement programs across multiple formats and distributed teams  

• Hands-on experience with Learning Management Systems (LMS) and eLearning authoring tools, with the ability to scale and optimize enablement delivery  

• Strong instructional design expertise, including role-based learning paths, assessments, and content evaluation frameworks, with a focus on driving measurable learning and performance outcomes  

• Experience with program management methodologies (Agile, Scrum, or hybrid approaches)  

• Experience influencing product, support, or operational strategy through enablement insights