Support Training Module Maintainer

Overview

A Training Module Maintainer is the primary steward of a specific Support training module. Maintainers are responsible for keeping the module accurate, aligned with current Support workflows and product documentation, and effective as a learning/onboarding experience. They are also the default reviewers for proposed changes to the module.

Everyone can contribute improvements to a module; maintainers provide structure, review, and continuity.

Who can be a maintainer

A Training Module Maintainer is typically any of the following:

• A Support Engineer with demonstrated expertise in the module’s area (for example, Product Knowledge, Troubleshooting & Diagnostics, Customer Service).
• A support stable counterpart for the relevant product group.
• Someone who has:
  • Completed the module themselves (or an equivalent level of knowledge), and
  • Worked a meaningful number of tickets in the module’s topic.

Modules should have at least one active maintainer, however, it is possible for a complex module to have multiple maintainers. Having multiple maintainers offers several benefits: they can peer review each other’s changes and avoid a single point of failure. It is also beneficial to have maintainers spread across different regions to ensure broader availability and faster response times.

If you are a training module maintainer, be sure to let your manager know in your 1:1 and share updates you are making to modules in your document to make your manager aware!

Time commitment and cadence

Approximate expectations per module:

• Baseline: ~1–2 hours per month on average.
• Reviews:
  • Respond to review requests on MRs that modify the module.
  • Respond to automated, scheduled or manual pings that a module review is needed.
• Refresh:
  • Perform a review at least every 6 months, and sooner when related product features, docs, or workflows change significantly.

If a maintainer’s availability changes (for example, role change, extended leave), they should work with their manager to hand off ownership.

Responsibilities

1. Content accuracy and alignment

Maintainers ensure the module:

• Has an accurate Goal and Objectives section that reflects what learners should be able to do after completion.
• Lists correct prerequisites and dependencies (for example, required earlier modules or baseline knowledge).
• References up-to-date:
  • Product documentation.
  • Handbook workflows.
  • External resources (courses, vendor docs, videos), where used.

When maintainers become aware of material changes (for example, new features, renamed settings, deprecations, or new workflows), they either:

• Update the module themselves, or
• Create/triage an issue and help review an MR from another contributor.

2. Template and workflow stewardship

Each training module lives as an issue template in the Support Training project. Maintainers are responsible for keeping the template itself in good shape:

• Keep the stage structure from the training module template.
• Ensure tasks and checklists reflect how we actually work (for example, ticket volumes, tools, required issue links, self-assessment steps).
• Ensure the module is relevant to support’s work on tickets in the area.
• Maintain metadata and labels, including:
  • maintainers: list in the YAML frontmatter, if present.
  • Standard labels (for example ~module, ~"Module::<Name>", and relevant group or category labels).
• Ensure the module is correctly discoverable, categorised and advertised in:
  • The Skills Catalog / module inventory.
  • Any learning pathways that reference it.
  • Support Week in Review (SWIR)

3. Review and collaboration

Maintainers act as the first-line reviewers for proposed changes to their module:

• Review MRs that modify the module content, structure, or metadata.
• Apply the Support “Guideline to update Support Training module” process:
  • If a maintainer is available, they review and either approve or give feedback.
  • If they are unavailable, they help route to:
    • Another module maintainer, or
    • A subject-matter expert or Support Manager.
    • A relevant Support Pods Slack channel

For substantive changes (for example, major restructuring, new assessments, or significant scope changes), maintainers:

• Loop in relevant subject-matter experts, SSCs, or product area leads (where needed).
• Confirm the updated module still fits into the broader learning paths and Support education strategy.
• Promote/advertise the changes in team calls and SWIR.

4. Learner experience and assessment

Maintainers help ensure the module is usable and effective for learners:

• Periodically (every 6 months) sanity-check that:
  • Tasks are clear and not unnecessarily blocking. - Learners should be able to complete the modules themselves.
  • Ticket and call requirements are realistic given expectations/workload capabilities.
  • Any quizzes or self-assessments are accessible.
• Review trainee and manager feedback (where available) and convert recurring themes into improvements:
  • Clarifying ambiguous instructions.
  • Adjusting the expected order of tasks where it makes sense.
  • Adding or simplifying examples, diagrams, or practice tasks.

5. Lifecycle decisions

Maintainers are key voices in deciding how the module evolves over time:

• Identify when a module should be:
  • Refreshed (minor content updates).
  • Restructured (for example, split into “Basics” and “Advanced”, or aligned to topic-based paths).
  • Deprecated or merged into another module.

Expectations and success criteria

A Training Module Maintainer is succeeding when:

• Freshness: The module is reasonably up to date (no obviously broken links, obsolete workflows, or deprecated features in core tasks).
• Responsiveness: MRs and review requests receive an initial response within a reasonable timeframe.
• Clarity: New learners and their managers report that:
  • Instructions are clear.
  • The required work is achievable.
  • It’s obvious how to start, progress, and mark the module as complete.

Out of scope

Maintainers are not solely responsible for:

• Personally delivering all training sessions tied to the module.
• Coaching every learner 1:1 through the entire module.
• Owning all content creation for the topic.

Instead, they:

• Provide a clear, up-to-date structure for others to contribute to.
• Review and guide contributions from Support Engineers, SSCs, product teams, and other stakeholders.