Technical Instructional Designer: Worldwide Support

Nutanix • Durham, NC

6d • Hybrid

About The Position

We are seeking a highly skilled Technical Content & Training Designer to join our Service Strategy & Enablement team. This role is responsible for creating high‑quality training materials, scalable digital learning experiences, and technical documentation that educate and enable our global support teams, partners, and customers. This position plays a critical role in developing content designed for both human and machine consumption—ensuring our knowledge assets are structured, discoverable, and optimized for efficient delivery across platforms. As a key contributor within our Global Support Organization, you will execute against an established content and enablement strategy, translating priorities into clear, effective technical and training assets. The primary focus of this role is designing, developing, and delivering high‑quality video‑based learning and enablement content that improves support agent readiness, accelerates issue resolution, and enhances the overall customer experience. This role blends hands‑on content creation with close cross‑functional collaboration, working alongside support teams, product experts, and customer experience partners to ensure content is accurate, relevant, and aligned with customer and business needs.

The Service Strategy & Enablement Technical Training team at Nutanix is a globally distributed team dedicated to ensuring the Support organization is effectively onboarded and continuously enabled on Nutanix products and features. The team is instrumental in empowering support engineers to confidently support customers by delivering high‑quality, timely training and enablement content, This role reports to the Senior Manager, Service Strategy & Enablement – Technical Training. Collaboration is strongly encouraged, and while the team works closely together, individuals are trusted with a high degree of autonomy. The team is a highly productive, cohesive group where contributions are valued, ideas are shared openly, and every member is motivated to deliver their best work. If you are looking for a team‑oriented environment that values collaboration, accountability, and continuous improvement, the Service Strategy & Enablement team at Nutanix may be an excellent fit.

Requirements

• 5+ years of experience in technical writing, instructional design, technical training, or content development within the technology or Support domain (8+ years preferred).
• Experience with AI tools for helping to create content.
• Proven ability to translate complex technical concepts into clear, actionable, and engaging content for technical audiences.
• Strong experience designing and delivering digital learning assets, including eLearning modules, instructional videos, job aids, and knowledge base content.
• Hands-on experience with eLearning and video creation tools (e.g., Synthesia), including video editing platforms with Generative AI capabilities.
• Expertise in documentation and collaboration tools such as Confluence, SharePoint, markdown editors, or similar platforms.
• Familiarity with learning management systems (LMS), learning content management systems (LCMS), and enterprise knowledge bases.
• Strong storytelling, scriptwriting, and instructional design skills, with an emphasis on simplifying technical material.
• Demonstrated ability to create accessible, globally scalable content (e.g., captions, subtitles, localization readiness).
• Strong organizational, and prioritization skills, with the ability to manage multiple initiatives and meet deadlines.
• Excellent interpersonal and communication skills with a track record of effectively collaborating across cross‑functional teams.
• Attention to detail and a consistent focus on delivering high‑quality, well‑governed content.
• Ability to influence outcomes through collaboration and demonstrated results.
• Bachelor’s degree in Electrical Engineering, Computer Science, a related field, or equivalent practical experience.

Nice To Haves

• Certifications in instructional design, video production, or related disciplines are a plus.
• Experience designing content for support organizations or technical audiences.
• Working knowledge of customer support tools and analytics platforms (e.g., Salesforce Service Cloud, Confluence).
• Ability to structure content for AI ingestion, search optimization, and self‑service flows.
• Understanding of customer support workflows, troubleshooting processes, or SaaS environments.
• Experience with metadata, tagging standards, and content governance models.
• UX writing or content design experience is a plus.

Responsibilities

• Content Development & Technical Writing: Create clear, accurate, and user‑friendly technical documentation, videos, guides, and troubleshooting content.
• Develop digital training assets, including eLearning modules, instructional videos, job aids, quick reference guides, and knowledge base articles.
• Translate complex technical concepts into accessible, consumable learning materials for diverse audiences.
• Instructional Design: Design and maintain scalable training curricula for support teams, partners, and internal stakeholders.
• Collaborate with subject matter experts (SMEs) to create scenario‑based learning and real‑world practice activities.
• Measure training effectiveness and continuously iterate content based on data, feedback, and performance insights.
• AI-Ready Knowledge Engineering: Structure content to support ingestion into AI‑driven and self-service platforms.
• Partner with AI and Knowledge Management teams to standardize content formats, metadata, and tagging.
• Ensure documentation aligns with evolving automation, self‑service, and intelligent support strategies.
• Collaboration & Stakeholder Alignment: Work closely with Support, Product, Engineering, and Partner Enablement teams to ensure training materials are accurate, current, and aligned with product changes.
• Gather requirements, align on learning objectives, and manage the full content lifecycle from creation through maintenance.
• Participate in project planning and contribute to broader enablement initiatives.

Benefits

• The total compensation package for this position may also include other elements, including a sign-on bonus, restricted stock units, and discretionary awards in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 1,001-5,000 employees