• This role involves designing and executing training solutions to enhance technical troubleshooting skills and improve customer experiences in an AI-powered environment
• Define and lead the global learning and enablement strategy for GitHub Support focusing on technical, operational, and soft skill development
• Reduce ticket escalations and improve urgent ticket resolution by maintaining a regular cadence of technical skill deep-dives and targeted learning experiences
• Partner with data, operational, and leadership teams to define, track, and communicate enablement impact metrics
• Champion continuous improvement by soliciting feedback, tracking business impact, and adapting learning strategy as Support evolves
• Develop and deliver ongoing enablement Program for AI-infused support workflows and tools, advancing support engineer proficiency and adoption of new technologies
• Design and implement a scalable, verifiable onboarding program that accelerates ramp time for new support engineers including integrated certifications and assessments
• Collaborate with Product and Engineering teams to deliver feature/product release readiness programs tailored for Support, minimizing post-launch support spikes
• Build and maintain a knowledge base of on-demand learning content, leveraging platforms, and proactively update programs in response to org needs and new product launches

Lead the design, build and delivery of live enablement sessions & eLearning courses

• 7+ years experience in learning program management, training facilitation, instructional design or technical enablement
• OR Master's Degree in Instructional Design, Learning & Development, or a related field AND 3+ years experience in enablement OR equivalent experience
• Experience developing, scaling, and measuring learning initiatives for technical support organizations
• Experience working with learning management systems (LMS), enablement platforms, and digital learning modalities with deep understanding of support workflows, technical troubleshooting
• Experience delivering onboarding, technical upskilling, soft skill programs, and/or learning content in large-scale or global environments
• 9+ years experience in technical enablement, support learning, or related fields
• Experience in Customer Support or Technical Support organizations within technology/SaaS companies
• Delivered enablement programs to drive AI centred workflows and digital support experiences
• Familiarity with GitHub, AI-powered support tools, and enterprise-scale learning programs

Experience with outsourcing support operations and managing enablement for vendor teams

OR Bachelor's Degree in Education, Technology, Business, Psychology, or a related field AND 5+ years experience in enablement or learning design

• Annual bonus
• Stock
• Competitive pay
• Generous learning and growth opportunities

Excellent benefits