Senior Content Strategist

Available location: Austin

About the Team

The Support Operations & Planning (SOAP) department is made up of a dynamic group of teams and specialists who partner with Product Engineering and Support stakeholders to improve the customer experience. Inside the Customer Support organization the SOAP department consists of Project / Program Management Support Operations Engineering Business Analysis 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 Senior Support Content Strategist is responsible for designing creating and maintaining digital content for the Customer Support team at Cloudflare.
You will partner with product engineering operations support delivery teams and other stakeholders to develop and improve internal and public facing Support-related content including structuring the content to be understood by LLMs.
You will help improve self serviceability reduce customer support contacts and internal engineering escalations by creating high quality Support-related content.

Responsibilities

• Create and maintain Support documentation and content
• Develop multimedia content when appropriate
• Collaborate with experts to create technical content covering products services and tools
• 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
• Manage all Support content and administer a knowledge management process for the Support team
• Help to develop content strategies that streamline knowledge management including structuring for AI ingestion
• 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
• 2 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
• Bachelors 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

Compensation

Compensation may be adjusted depending on work location.

Equity

This role is eligible to participate in Cloudflares equity plan.

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

What Makes Cloudflare Special

Were not just a highly ambitious large-scale technology company. Were a highly ambitious large-scale technology company with a soul. Fundamental to our mission to help build a better Internet is protecting the free and open Internet.

Project Galileo: Since 2014 weve equipped more than 2400 journalism and civil society organizations in 111 countries with powerful tools to defend themselves against attacks that would otherwise censor their work technology already used by Cloudflares enterprise customers--at no cost.

Athenian Project: In 2017 we created the Athenian Project to ensure that state and local governments have the highest level of protection and reliability for free so that their constituents have access to election information and voter registration. Since the project weve provided services to more than 425 local government election websites in 33 states.

1.1.1.1: We released 1.1.1.1 to help fix the foundation of the Internet by building a faster more secure and privacy-centric public DNS resolver. This is available publicly for everyone to use - it is the first consumer-focused service Cloudflare has ever released. Heres the deal - we dont store client IP addresses never ever. We will continue to abide by our privacy commitment and ensure that no user data is sold to advertisers or used to target consumers.

Sound like something youd like to be a part of Wed love to hear from you!

This position may require access to information protected under U.S. export control laws including the U.S. Export Administration Regulations. Please note that any offer of employment may be conditioned on your authorization to receive software or technology controlled under these U.S. export laws without sponsorship for an export license.

Cloudflare is proud to be an equal opportunity employer. We are committed to providing equal employment opportunity for all people and place great value in both diversity and inclusiveness. All qualified applicants will be considered for employment without regard to their or any other persons perceived or actual race color religion sex gender gender identity gender expression sexual orientation national origin ancestry citizenship age physical or mental disability medical condition family care status or any other basis protected by law. We are an AA/Veterans/Disabled Employer.

Cloudflare provides reasonable accommodations to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job. Examples of reasonable accommodations include but are not limited to changing the application process providing documents in an alternate format using a sign language interpreter or using specialized equipment. If you require a reasonable accommodation to apply for a job please contact us via e-mail at or via mail at 101 Townsend St. San Francisco CA 94107.