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
• 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

Compensation
Compensation may be adjusted depending on work location.
Equity
This role is eligible to participate in Cloudflare's 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