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Position Summary
The Principal Instructor is an experienced technical authority on how the SOTI ONE Platform is taught worldwide. Operating at the intersection of deep enterprise software expertise and professional adult learning practice, this role designs, delivers and governs advanced technical training for the enterprise mobility, endpoint and IoT management solutions that organizations rely on to run mission-critical operations in retail, transportation and logistics, healthcare, manufacturing, field services and the public sector.
The Principal Instructor holds end-to-end accountability for global technical training quality: setting the technical and instructional standard, defining the lab environments learners train in, and acting as the escalation point for the most complex technical and learner-experience issues. The role directly influences customer time-to-value, partner competency, product adoption, support-case volume and SOTI’s technical credibility in the market.
Key Accountabilities
Technical Training Delivery and Subject Matter Authority
- Deliver advanced, hands-on technical training on the full SOTI ONE Platform – including SOTI MobiControl, SOTI XSight, SOTI Connect, SOTI SNAP and SOTI Identity – to global audiences of partner engineers, customer administrators, and SOTI Sales Engineering, Technical Support and Professional Services staff.
- Teach and troubleshoot at the architecture level: on-premises, cloud and hybrid deployment topologies; deployment server and management service configuration; Microsoft SQL Server and IIS dependencies; high availability and scalability; network, firewall and proxy requirements; and certificate/PKI infrastructure.
- Teach and integrate enterprise identity and security: directory services (Active Directory/LDAP), cloud identity providers (e.g., Microsoft Entra ID), SAML/OIDC single sign-on, certificate-based authentication, role-based access control and compliance enforcement.
- Maintain expert, current knowledge of the managed-device ecosystem: Android Enterprise (fully managed, work profile, dedicated devices, zero-touch), Apple platform management (Automated Device Enrollment, Apple Business Manager, supervision), Windows modern management, rugged and specialty devices (e.g., Zebra and other OEMs), printers and IoT endpoints.
- Demonstrate and teach advanced configuration and automation, including lockdown and kiosk profiles, policy and compliance rules, application management and app configuration, scripting, REST APIs and third-party integrations.
- Diagnose and resolve complex, multi-layer technical issues in real time in front of live audiences using logs, network traces and known-issue knowledge, and turn the findings into documented guidance for learners and internal teams.
- Demonstrate deep technical fluency without a script: explain not only how to perform each configuration or deployment step, but why it exists, what fails if it is skipped or done incorrectly, and how to recover.
- Take an active mentoring role with learners and regional peers, building and sharing technical knowledge across internal and external global audiences.
- Track product roadmaps and release cycles, reach readiness on new capabilities ahead of general availability, and lead training for new product introductions (NPI).
Adult Learning and Instructional Excellence
- Apply evidence-based adult learning principles (andragogy, experiential learning, cognitive load management, spaced practice and performance-based assessment) to make complex enterprise technology learnable for audiences of varied technical depth, roles and cultures.
- Partner with Instructional Design to shape course architecture using recognized models (e.g., ADDIE/SAM, Bloom’s Taxonomy, Gagné’s Nine Events of Instruction), so that learning objectives map to real-world job tasks and measurable performance outcomes.
- Design scenario-based labs, troubleshooting challenges and practical assessments that validate applied competence rather than knowledge recall.
- Adapt facilitation style, pacing and depth in real time for audiences spanning multiple languages, markets, levels of technical maturity and English proficiency, using highly engaging, audience-focused techniques.
- Apply a continuous improvement process to close the loop on learner feedback, resolving delivery issues and negative comments with a solutions-first mindset.
Technical Lab Environment Ownership
- Define technical requirements for, and validate, training lab environments in partnership with the Technical Lab Environments team – including cloud-hosted and on-premises instances, virtual devices and emulators, physical device fleets, certificate infrastructure and integrations – so that labs are reliable, repeatable and scalable for concurrent global delivery.
- Own lab readiness and in-class recovery: set up, troubleshoot and restore training environments under time pressure without compromising the learner experience.
Global Delivery Leadership
- Act as a lead facilitator for Global Training initiatives, ensuring world-class delivery and that the learner experience is never compromised.
- Oversee training delivery and quality in locations that are not visited in person by building strong working relationships with in-region personnel and partners.
- Travel extensively across international regions to deliver instructor-led training, and organize virtual, web-based and self-paced alternatives where in-person delivery is not practical.
- Work flexible hours, including early or late starts, to support delivery and coordination across global time zones (Americas, EMEA and APAC).
Stakeholder, Partner and Business Accountability
- Represent SOTI as an experienced technical voice to strategic customers, global channel partners and OEM alliances, protecting SOTI’s brand and technical credibility in every engagement.
- Establish and manage relationships with internal business partners across SOTI regions: take in and prioritize training requests, keep stakeholders informed, and resolve regional concerns.
- Exercise sound judgement over confidential and commercially sensitive information, with a clear understanding of partner contractual relationships, program tiers, NDAs and the operational limits on what may be shared with each partner or customer.
- Build global training plans with the Manager, Principal Instructors, across instructor-led, virtual, self-paced and train-the-trainer models, and coordinate facilitation across regions and time zones.
- Make independent decisions in ambiguous, high-stakes situations – such as live environment failures, escalated customer concerns or changing event requirements – and remain accountable for the outcome.
Impact and Contribution
The Principal Instructor’s work directly determines whether customers and partners can successfully deploy, operate and expand SOTI solutions. Training quality is a leading indicator of customer adoption, renewal and expansion, partner capability and support cost. Because what is taught is put into practice across large fleets of business-critical devices, this role is accountable for ensuring that SOTI training is accurate, current and production-ready.
Success in this role is measured by:
- Learner satisfaction and evaluation results at or above Global Training targets
- Certification pass rates and demonstrated post-training performance
- Lab environment reliability and uninterrupted delivery
- On-time enablement for new product introductions and major releases
- Fewer avoidable support escalations as a result of stronger learner competence
Collaboration and Cross-Functional Leadership
- Product Management and R&D: Serve as subject matter expert and voice of the learner; give structured feedback on usability, documentation gaps and recurring field issues; lead NPI training readiness with product owners and managers.
- Instructional Design, Content Development and Online Documentation: Act as technical authority and reviewer for the accuracy of courseware, labs, assessments and documentation, and align content with program and project training plans.
- Sales Engineering, Professional Services and Technical Support: Deliver enablement that reflects field realities and act as an escalation resource for complex technical questions.
- Channel, Alliances, Marketing and Events: Lead technical training at global events, partner bootcamps and special initiatives supported by Global Training’s mandate.
Skills and Qualifications
Required
- Bachelor’s degree in Computer Science, Information Technology, Engineering, Adult Education or a related field, or equivalent professional experience.
- 8+ years of progressive experience in enterprise technology roles, including 5+ years delivering technical training to technical audiences (engineers, administrators, partners) in an enterprise software environment.
- Expert hands-on knowledge of enterprise mobility and unified endpoint management (MDM/EMM/UEM) platforms, including Windows modern management and Apple platforms, and of emerging technologies; SOTI ONE Platform experience strongly preferred, and experience with other UEM platforms an asset.
- Strong infrastructure foundations: Windows Server, IIS, Microsoft SQL Server, networking (TCP/IP, DNS, ports, firewalls, proxies), PKI and certificates, directory services and identity providers, and public cloud (Azure/AWS).
- Proven ability to troubleshoot complex, multi-component systems in live, high-visibility settings.
- Working proficiency in scripting and automation, and with REST APIs.
- Executive-level presentation and communication skills, with the range to move from stakeholder briefings to deep engineering sessions.
- Excellent written and spoken English, with the ability to produce documentation used across regions and represent SOTI to international audiences.
- Experience working with global, multicultural audiences and partner ecosystems, including partner relationship management.
- Proficiency with learning management systems, virtual classroom platforms and Microsoft 365.
- Willingness and ability to travel extensively, internationally.
Preferred
- Industry certifications such as Android Enterprise Professional/Expert, Apple Certified IT Professional, Microsoft Certified: Endpoint Administrator Associate, CompTIA Network+/Security+ or ITIL.
- Experience with rugged and specialty devices, printers and IoT (e.g., Zebra, Honeywell, RFID).
· Additional languages an asset.
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