Customer Education Instructional Designer and Trainer

Cloudflare•San Francisco, CA

About The Position

Cloudflare is committed to the success and rapid adoption of our products by our customers and partners. We are seeking a highly motivated, experienced, and self-driven Customer Education Instructional Designer and Trainer to join our team. This critical role combines deep technical mastery in Cloudflare domains including Application Services, Zero Trust, and Networking with exceptional training delivery and curriculum development expertise. You will be responsible for both architecting scalable, hands-on learning solutions and delivering high-impact, complex technical training to a diverse global audience including customers and post-sales technical teams. You will act as the Subject Matter Expert (SME) for Cloudflare product domains driving the educational strategy from content design through global delivery and coaching.

Requirements

Experience: 5+ years of progressive, relevant experience in roles such as Technical Enablement, Training Delivery, or Post-Sales/Consulting.
Domain Expertise: Strong Application Services, Zero Trust, and Networking domain knowledge and a minimum of 5 years of experience in application security, Internet technologies, standards, and protocols (including DNS, HTTP/HTTPS, Web architecture, and design).
Technical Consulting Experience: Minimum 2 years of experience in technical consulting and/or other customer-facing roles delivering technical products or services.
Education: Bachelor’s or Master’s degree (or equivalent) in a technical domain (e.g., Computer Science) or related field (e.g., Education, Communications).
Training Expertise: 5+ years of experience in training delivery and facilitation, including demonstrated expertise in virtual and in-person classroom management and adult learning principles.
Communication: Excellent written and verbal communication skills with the ability to articulate and simplify complex technical concepts to a broad range of technical and business audiences.
Platform Proficiency: Advanced proficiency with virtual training platforms (Zoom, WebEx, Microsoft Teams, etc.), interactive tools, and presentation software (PowerPoint, Google Slides).

Nice To Haves

Experience with Web Application Firewall (WAF), Content Delivery Networks (CDN), Web Performance, Security, or common enterprise network solutions (ex. AWS, Google Cloud).
API experience.
Working knowledge of Learning Management Systems (LMS) for scheduling and tracking.
Proven track record of technical training to a customer audience.
Intellectual curiosity, self-starter mentality, and situational fluency to handle challenging business situations.

Responsibilities

Technical Enablement and Strategy
Technical Mastery: Maintain a deep and current technical understanding of Cloudflare solutions (including new product updates and industry trends) to provide authoritative subject matter expertise.
Curriculum Architecture: Design, develop, update, and implement objective-based training materials and comprehensive learning paths (including labs, demos, apps, and virtual classrooms) for all Cloudflare products.
Scalable Solutions: Consult on lab-based educational solutions within our sandbox environment to create engaging and repeatable learning experiences for the global field and customers.
Training Delivery and Leadership
High-Impact Delivery: Facilitate engaging and effective training sessions in both virtual and in-person classroom environments for customers and post-sales partners.
Complex Content Delivery: Deliver complex technical curriculum to diverse audiences, ranging from entry-level users to technical architects and adapting delivery techniques in real-time.
Mentorship and Coaching: Mentor and upskill junior trainers (both employees and partners), and provide constructive feedback and coaching to participants during training sessions.
Classroom Management: Manage classroom dynamics effectively, utilize interactive tools, and troubleshoot technical issues during virtual sessions to ensure a rich and productive learning experience.
Evaluation: Evaluate participant understanding through formal and informal assessment methods to measure effectiveness and iterate on content.
Cross-Functional Collaboration Participate in stakeholder meetings with Product, Sales, Marketing, and Customer Success to review and refine the rolling enablement plan.
Work with the Learning Tools team to ensure a seamless and optimized learning experience for customers.

Benefits

Cloudflare offers a complete package of benefits and programs to support you and your family.
Our benefits programs can help you pay health care expenses, support caregiving, build capital for the future and make life a little easier and fun!
The below is a description of our benefits for employees in the United States, and benefits may vary for employees based outside the U.S.
Health & Welfare Benefits
Medical/Rx Insurance
Dental Insurance
Vision Insurance
Flexible Spending Accounts
Commuter Spending Accounts
Fertility & Family Forming Benefits
On-demand mental health support and Employee Assistance Program
Global Travel Medical Insurance
Financial Benefits
Short and Long Term Disability Insurance
Life & Accident Insurance
401(k) Retirement Savings Plan
Employee Stock Participation Plan
Time Off
Flexible paid time off covering vacation and sick leave
Leave programs, including parental, pregnancy health, medical, and bereavement leave