Job Description
Content Developer
Remote US
About Us
At Cloudflare, we have our eyes set on an ambitious goal: to help build a better Internet. Today the company runs one of the world’s largest networks that powers approximately 25 million Internet properties, for customers ranging from individual bloggers to SMBs to Fortune 500 companies.
Cloudflare protects and accelerates any Internet application online without adding hardware, installing software, or changing a line of code. Internet properties powered by Cloudflare all have web traffic routed through its intelligent global network, which gets smarter with every request.
As a result, they see significant improvement in performance and a decrease in spam and other attacks. Cloudflare was named to Entrepreneur Magazine’s Top Company Cultures list and ranked among the World’s Most Innovative Companies by Fast Company.
We realize people do not fit into neat boxes. We are looking for curious and empathetic individuals who are committed to developing themselves and learning new skills, and we are ready to help you do that. We cannot complete our mission without building a diverse and inclusive team. We hire the best people based on an evaluation of their potential and support them throughout their time at Cloudflare. Come join us!
About the Team
The Support Operations & Planning (SOAP) department is made up of a dynamic group of teams and specialists who partner with Product and Support stakeholders to improve the customer and Support team experiences.
Inside the Customer Support organization, the SOAP department consists of Project / Program Management, Support Operations Engineering, Business Analysis, Technical Support Enablement / Quality Assurance, Supportability, and Support Content teams. We focus on customer self service and satisfaction, internal efficiency improvements, as well as initiatives to optimize service delivery.
About the Role
- A Support Content Manager is responsible for designing, creating and maintaining digital content for the Customer Support team at Cloudflare.
- You will partner with product, engineering, operations, IT, service delivery teams, and other stakeholders to develop and improve internal and public facing, Support-related content.
- You will help improve self serviceability, reduce customer support contacts and internal engineering escalations by creating high quality Support-related content.
- Beyond Support-related content, you will have the opportunity to contribute to our customer experience improvement initiatives by creating enablement materials, demos and tutorials, as well as other digital resources that will help customers adopt and use Cloudflare products more effectively, as well as for internal teams to service them.
Responsibilities
- Create and maintain Support documentation and content
- Develop multimedia content when appropriate
- Collaborate with experts to create usable content covering products, services, and tools
- Translate complex information and concepts into accessible learning materials
- Work with a variety of operations and service delivery teams to document how to use products and tools for both technical and non-technical audiences
- Help manage all Support content
- Help to develop content strategies that streamline knowledge management
- Work independently and manage multiple, simultaneous projects
Requirements
- Proven verbal and written communication skills – must provide samples of excellent technical writing or content creation skills
- 1-3 years of professional technical writing or content development experience for technical and general audiences
- Familiarity with Markdown
- Familiarity with industry standard content management and authoring tools
- Familiarity with KCS or other knowledge management methodologies
- Familiarity with industry standard Support CRMs / ticketing systems
- Relevant baseline web development knowledge and experience, e.g., HTML, JavaScript, HTTP
- Bachelor’s degree or higher (or equivalent experience) in English, Technical Communication, or other major with writing-intensive component and/or a technology emphasis,
Bonus Points
- Familiarity with Git, Python, SQL, or other modern programming languages and tools
- Experience with multimedia and graphic design