Digital Education Manager – Network Engineer

Description

You will combine hands-on network engineering knowledge with instructional design and facilitation to run high-impact training for global commercial teams.

You are the subject matter expert on the company's digital products. You will build worldwide curricula and lead learning sessions that help services and support staff implement and troubleshoot these products and explain what they deliver.

The role sits between technology, education and customer success, so teams in every region receive training that is consistent and high quality.

Responsibilities

• Build and maintain a worldwide training curriculum that sets one standard of technical skill for commercial roles, using instructional design methods: needs analysis, learning objectives, assessment and revision.
• Deliver sessions in person, virtually and through train-the-trainer programs, covering networking, data, security, design and product workflows.
• Create onboarding and ongoing learning for digital solution rollouts to reduce escalations and speed up adoption.
• Track training results and use the data to raise learner proficiency over time.
• Manage several complex training projects at once, keeping work organized and detailed.
• Run global programs end to end: write agendas, handle logistics, communicate with participants and set up test environments.
• Serve as functional expert for Digital Technical Support Tier 1 and Tier 2.
• Develop and maintain training on configuring, upgrading and enhancing networked solutions.
• Teach methods for diagnosing and fixing complex connectivity, access and software issues, with deep knowledge of TCP/IP and 802.11.
• Act as subject matter expert on technical specifications and requirements for digital solutions, and stay current on products, services, policies and procedures.
• Keep working knowledge of core IT areas: network systems, operating systems, databases, access controls, change control, application and system development, IT operations, incident response, monitoring and asset management.
• Stay proficient in the company's internal business applications.
• Produce training for commercial and distributor teams, with a focus on Digital Technical Support, Field Service, Customer Service and Technical Support.
• Create materials such as leader guides, e-learning modules, videos and performance support aids.
• Work with the Digital Learning Team, product owners, engineers and support staff so training matches product requirements and updates, and stay close to global stakeholders' business needs.
• Set up regular contact with product development and product management to follow changes in digital infrastructure, software upgrades and enhancements.
• Work with sales, service, cybersecurity and customer-facing teams to identify and meet training needs.
• Support local and corporate teams on new product introductions and upgrades as the technical expert.

Requirements

• Background in education or training is preferred. Without one, you need to be curious and keen to learn, and you must complete an introductory instructional design course.
• Strong communication and facilitation skills, with the ability to explain technical concepts to audiences from service engineers up to CTO and CIO level.
• Self-motivated, works well with others and focuses on solutions.
• Solid grounding in network engineering: TCP/UDP, VLANs, subnetting, firewalls, NAT/PAT, the OSI model and cybersecurity best practice.
• Advanced knowledge of IT systems, including servers, databases, storage, operating systems, HL7/DICOM interfaces and cloud services.
• Proven ability to analyze, troubleshoot and resolve complex technical issues.
• Experience building and presenting architecture diagrams, technical documentation and RFI/RFP responses.
• Familiarity with hospital IT processes, healthcare technology trends and industry regulations.
• Bachelor's degree in computer science, engineering or a related field, or 8+ years of equivalent technical experience (medical device or healthcare IT preferred).
• Professional certifications are preferred: MCSE, CCNA, CWNA, CWSP, CompTIA Network+ or Security+.
• Preferred: experience managing complex projects end to end.
• Preferred: familiarity with hospital IT environments and regulated medical settings.
• Preferred: experience with complaint handling and compliance requirements.
• Preferred: knowledge of network security infrastructure, vulnerabilities and mitigation strategies.

Conditions

The role can be based in Sunnyvale, CA or Atlanta, GA.

The company or its customers may require current proof of vaccination against certain diseases, including COVID-19. Requirements vary by role.

Some roles may fall under U.S. export controls, which can affect candidates who are nationals of countries under embargo or sanctions. Your answers may be used to decide whether the company needs a U.S. government export license for you (licensing can take 3 to 6+ months) or must put a Technology Control Plan (TCP) in place, which typically adds 2 weeks to hiring.

Where export controls apply, any offer depends on an approved export license and/or an executed TCP before the start date. That date may or may not be flexible, and the timing will not unreasonably hold up the hire. Candidates are told what is needed if this applies.

Applicants with arrest or conviction records are considered under fair chance laws.

The role may be filled at a different job level depending on business need or the selected candidate's experience, knowledge and skills.

Pay depends mainly on the job level the role is filled at and the candidate's qualifications, consistent with applicable law.