At eero, we build world-class products that delight customers—and behind every great product is a team dedicated to supporting the people who use them. Our customer support, field technicians, and technical sales teams across EMEA rely on exceptional training to deliver great experiences.
As a Sr. Technical Trainer in the eero CS team, you will own the end-to-end learning experience for every audience eero supports in the EMEA region. You'll design and deliver training that empowers teams to resolve customer issues faster, drive product adoption, and elevate the support experience. The ideal candidate is obsessed with the customer experience, forward-thinking with creativity, and passionate about building scalable training programs that measurably improve performance.
Key job responsibilities
As a Sr. Technical Trainer in the eero Customer Support (CS) team, you will design, develop, and deliver training across multiple modalities—virtual, in-person, and self-directed—ensuring every learner has access to engaging, high-quality content. You'll serve as the subject matter expert, fielding real-time questions on policies, tools, and practices while facilitating the collection of feedback and technical issues from learners to drive continuous improvement.
You'll partner with leaders across eero to identify areas for innovation in session implementation and collaborate with the broader Learning and Development team to address emerging learning opportunities. You'll execute on the eero L&D roadmap by meeting project and program deliverables on time, and you'll leverage AI tools to improve the efficiency and effectiveness of training development and delivery.
You'll track and report on key KPIs—including completion rates, learner retention, proficiency, and business impact—using data to iterate on content and strategy. You'll model accessibility as a primary tenet in all content, reinforce inclusive presentation methods, represent customer feedback to stakeholders across EMEA, and contribute to strategy development that enables scalable programs across the region.
A day in the life
As a Sr. Technical Trainer for eero CS, you'll start your day reviewing learner performance data and feedback to prioritize where training can have the greatest impact. You'll collaborate with business leaders to understand each audience's unique challenges, then iterate on training materials to sharpen the learning experience. Whether you're facilitating a live session, building self-paced content, or aligning with cross-functional partners on upcoming product launches, your focus will be on developing programs that measurably improve learner performance against key business outcomes.
About the team
The eero Learning and Development team is dedicated to empowering every customer-facing audience with the knowledge and skills they need to deliver exceptional support. We operate at the intersection of product expertise and instructional innovation, building scalable training programs that span multiple regions and modalities. Our team values curiosity, data-driven decision-making, and a relentless focus on the learner experience. We move fast, iterate often, and measure everything—because great training drives great customer outcomes.
- Experience in a training role, including technical training
- Experience that includes strong analytical skills, attention to detail, and effective communication abilities
- Experience working with fast-moving, high-performance teams and driving innovative solutions tailored to unique business environments
- Experience with eLearning authoring tools and other design programs including: Storyline/Rise 360, Vyond, Adobe Creative Suite, and Camtasia
- Experience working with data and leveraging analytics to make decisions
- Experience in managing multiple, competing priorities simultaneously
- Experience engaging, verbally and in writing, with internal and external stakeholders to convey complex ideas in a clear, concise manner
- Experience that includes strong analytical skills, attention to detail, and effective communication abilities, or experience in managing and troublshooting network
- Experience explaining complex technical concepts to various business and technical audiences
- Ability to travel both domestically and internationally (<25%)
- Bachelor's degree or equivalent
- Experience working with Learning Management Systems (LMS) to track and measure training results and learning effectiveness
- Knowledge of general AI tools
- Strong preparation, organization, public speaking and classroom management skills
- Proven analytical/technical aptitude
- Prior experience with networking product lines a plus
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