Technical Product Manager

Job Summary

The Technical Product Manager is responsible for designing, implementing, and managing a comprehensive technical enablement program on a global scale. This role involves collaborating with cross-functional teams, developing training materials, and providing technical education to internal teams and partners.

Incumbent provides L3 escalation and handling of complex technical issues, collaborating with cross-functional teams, and ensuring the successful resolution of escalated customer cases. He/She maintains internal and external customer satisfaction, driving technical excellence, and enhancing the organization's reputation for outstanding support.

Responsibilities:

• Organization Development (Technical Enablement/Training)
  • Possess deep technical knowledge across the organization's products and services, able to provide guidance and solutions to complex technical challenges and in-depth training.
  • Skill in creating effective training programs, materials, and resources that cater to different learning styles.
  • Ability to develop engaging training content, including presentations, videos, documentation, and interactive modules.
  • Develop certification program for authorized partners to ensure they meet standards required to represent the organization for service delivery.
  • Continuously evaluate and enhance the technical enablement program based on feedback, industry trends, and emerging technologies.
  • Create training materials, documentation, and resources that cover products, technologies, and industry best practices.
  • Create and maintain a repository of training materials, guides, and resources for ongoing reference and learning.
  • Develop metrics and assessments to measure the effectiveness of technical enablement initiatives.
• Cross-Functional Collaboration
  • Implement and manage a structured technical enablement program across global offices, ensuring consistent delivery and quality of training.
  • Leverage a variety of instructional methods and tools to facilitate effective learning.
  • Collaborate with product management, engineering, sales, and customer support teams to understand technical training needs across departments.
• People Management
  • Experience in conducting train-the-trainer, setting goals and providing guidance.
  • Implement continuous improvement initiatives based on performance insights.
• Communication and Reporting
  • Excellent verbal and written communication skills to convey complex technical concepts in a clear and understandable manner.
  • Awareness of cultural differences and Global training needs, especially in a multinational organization.
  • Provide regular reports on technical enablement program performance and impact.
• Provide L3 support of complex technical issues to internal and external stakeholders and ensure timely resolution.

Interactions:

• Channel & Global Service in NAM, EMEA, ASI – both internal and eco-systems (Strong)
• Product and Solution Group (Medium)
• Core Software Engineering & Customer Support Group (Medium)
• Vertical Sales Group – internal (Low)

Requirements:

• Bachelor of Science, Business, Computer Science or its equivalent
• Experience in a global organization with matrix reporting
• 7-10 years of professional experience IT/Data Center PS deliveries and at least 2 of the following roles:
  • Product/User/Customer trainings, technical sales, customer support, PS deliveries, Data Center consulting.
  • Experience in IT Systems Administration.
  • Experience in Network Administration
  • Experience in Networking technologies such as TCP/IP and UPD/IP.
  • Experience in System technologies such as UNIX or Linux or Windows.
• Computational Capacity
  • Strong experience in developing in structured technical enablement program and technical knowledge base.
  • Strong experience in communication protocols such as SNMP, ModBus and BACnet.
  • Good experience of Networking such as DNS, DHCP, TCP/IP, and routing.
  • Sound IT and Critical Infrastructure technical and application knowledge.
  • Good experience in implementation of complex, multi-tier distributed software applications. 
  • Good hands-on experience in Shell Scripting languages and RESTAPI, Python programming.
  • Good knowledge of Building Management System.
  • Good knowledge of IT System Securities.
• Interpersonal Capacity
  • Positive attitude & can-do a