Job Description
We're looking for a Senior Support Ops & Enablement Specialist to join our Support Operations & Enablement team
In this role, you'll own the end-to-end design, delivery, and continuous improvement of our Support Onboarding & Training program, and take on broader Ops/Enablement projects as the function grows.
You're a self-starter who thrives with autonomy, brings a strong background in training or instructional design, and knows how to turn ambiguous problems into structured, scalable solutions.
What You'll Do
Own the Support Onboarding & Training program end-to-end, from needs analysis and curriculum design through delivery, iteration, and ongoing effectiveness measurement.
Design engaging, scalable training materials including playbooks, e-learning modules, assessments, and live facilitated sessions tailored to a SaaS support environment.
Partner cross-functionally with Support leadership, Product, and People teams to ensure training content stays current with product changes, process updates, and evolving customer needs.
Define and track key metrics (ramp time, knowledge retention, CSAT impact) to evaluate program effectiveness and drive continuous improvement.
Lead additional Ops & Enablement projects independently after the onboarding program is established, including process documentation, tooling rollouts, AI agent development, automation development, and knowledge management initiatives.
Proactively identify gaps in team capability or operational efficiency and propose structured solutions with minimal direction from management.
What We're Looking For
3–5 years of experience in a training, enablement, instructional design, or support operations role, ideally within a SaaS or tech environment.
Demonstrated experience designing and delivering onboarding or training programs from scratch, not just maintaining inherited content.
Strong project management skills with a track record of taking complex initiatives from planning through execution independently.
Comfortable operating with a high degree of autonomy and managing your own priorities without close day-to-day oversight.
Excellent written and verbal communication skills with the ability to translate complex processes into clear, digestible content.
Analytical mindset. You use data to assess impact and inform decisions.
Familiarity with enablement or LMS tooling (e.g. LevelUp, Lessonly/Seismic, Confluence).
Experience working in or closely with a customer support function.
Exposure to support tooling such as ServiceNow, Zendesk, Intercom, or Salesforce Service Cloud.
What Success Looks Like in Year One
A fully documented and operational Support Onboarding & Training program is live and measurably reducing new hire ramp time.
Training content is structured, maintainable, and updated in line with product and process changes.
You've identified and begun scoping at least one additional Ops/Enablement initiative independently.
WHAT YOU’LL GET:
Market competitive salary + success-oriented bonus.
Day 1 HMO coverage with 3 free dependents.
Hybrid work arrangement (3x Onsite, 2x WFH)
Work with the market leader in model-based automation testing.
Supportive and engaged leadership team.
OUR CORE VALUES:
At Tricentis, we strive for success while inspiring those around us by knowing what we need to achieve and how we’ll achieve it. Our core values serve as our guiding light to drive our every action and define our ways of working so that we can create and enjoy a successful journey and reach higher heights together.
Run towards change: Challenge the status-quo.
Serve our customers & communities: Create a positive experience with each interaction.
Solve problems together: We win or lose as one team.
Think big & believe: Set extraordinary goals and believe you can achieve them.
Move fast: Create momentum and efficiency.
Demonstrate self-awareness: Own your own strengths and limitations.
Finish what we start: Do what we say we are going to do.
Tricentis is proud to be an equal opportunity workplace. Qualified applicants will receive consideration for employment without regard to race, color, ethnicity, gender, religious affiliation, age, sexual orientation, socioeconomic status, or physical and mental disability and other statuses protected by law.
Global Sanctions Compliance
We comply with all applicable global sanctions and export control laws. Candidates must not be listed on any government restricted party lists (including OFAC SDN List and U.S. Commerce Department restricted lists) and must certify that their employment would not violate any sanctions or export control regulations. Candidates must notify us of any changes to their status during the application process or subsequent employment.