Product Manager

Position Title:

Product Management — Portal Support & Training Specialist

Location:

New York, NY | Clifton, NJ | Piscataway, NJ |Boston / Needham, MA | Ashburn, VA | Washington, DC | Miami, FL | Charlotte, NC | Atanlta, GA | open for Remote

Your role

The Portal Support & Training Specialist is responsible for supporting internal stakeholders and customers using Digital Portals. This includes troubleshooting technical issues, guiding users through portal functionalities, and ensuring a seamless customer experience. The role also develops training materials and delivers training sessions that help stakeholders maximize the value of the portal.
You will work closely with cross-functional teams, gather user insights, and help continuously improve the Digital Realty Portal ecosystem.

What you’ll do

• Respond to customer and internal team inquiries related to portal functionality.
• Troubleshoot and resolve portal issues efficiently, escalating when needed.
• Develop and deliver training programs, including webinars, workshops, and one-on-one training sessions.
• Create and maintain user documentation, including guides, FAQs, and troubleshooting resources.
• Engage proactively with stakeholders to gather feedback and identify improvement opportunities.
• Provide insights and recommendations to the Portal Product Manager based on usage trends and user needs.
• Collaborate with IT, product development, and customer service teams to ensure cohesive support.
• Prepare and present reports on support volume, trends, customer satisfaction, and training outcomes.
• Support continuous improvement efforts by advocating for customer-centric enhancements.

What you’ll need

• Bachelor’s degree in Business or a related field.
• At least 3 years of experience in customer support or training, ideally in a technical environment.
• Strong troubleshooting and analytical skills.
• Excellent communication and presentation abilities.
• Ability to create clear training and support documentation.
• Proficiency with customer support software and tools.
• Strong organizational and time-management skills.
• Customer-focused mindset with strong attention to detail.
• Adaptability and comfort working in a fast-paced, global environment.
• Willingness to occasionally travel for training sessions and support global time zones as needed.

A bit about us

Digital Realty brings companies and data together by delivering the full spectrum of data center, colocation and interconnection solutions. PlatformDIGITAL®, the company’s global data center platform, provides customers with a secure data meeting place and a proven Pervasive Datacenter Architecture (PDx®) solution methodology for powering innovation and efficiently managing Data Gravity challenges. Digital Realty gives its customers access to the connected data communities that matter to them with a global data center footprint of 300+ facilities in 50+ metros across 25+ countries on six continents.

To learn more about Digital Realty, please visit digitalrealty.com or follow us on LinkedIn and Twitter.

What we can offer you

Our rapidly evolving business sector offers the opportunity to be part of a courageous and passionate team who work together to understand and meet the changing needs of our global customers.

Join us and you’ll be part of a supportive and inclusive environment where you can bring your whole self to work. As part of our team, you’ll get to work with people from different business areas, challenge the way we do things and put your ideas into action. We’ll also give you plenty of development opportunities so you can build a rewarding and successful career with us.

Apply today, take charge of your career and grow your talents with us.

Health and Safety

Safety isn't just a priority here at Digital; it's critical to everything we do. Safeguarding lives, protecting assets, and securing data aren't just ideals - they're essential pillars of our commitment to excellence for our people, our partners and our customers. We have a culture of care where every member of Team Digital embraces a relentless pursuit of workin