💼 About This Role

You'll own the knowledge architecture for DNSFilter's Help Center, customer community, and AI support bot. You'll drive self-service success and reduce support load by analyzing AI interactions. This role uniquely blends technical writing, product ownership, and AI training at a hyper-growth cybersecurity startup.

🎯 What You'll Do

• Own the end-to-end lifecycle of Help Center content
• Conduct content gap analysis and maintain a prioritized roadmap
• Collaborate with Product and Engineering on release documentation
• Moderate and manage the customer community platform
• Analyze AI interactions for patterns and knowledge gaps

📋 Requirements

• 5+ years in technical writing, knowledge management, or content strategy
• Proven experience training or maintaining an AI support bot
• Strong technical writing skills to translate complex product behavior
• Ability to work independently without close supervision

✨ Nice to Have

• Working knowledge of HTML, CSS, and Markdown
• Experience with DNS, network security, or cybersecurity products
• Familiarity with Zendesk Knowledge, Confluence, or similar KB platforms

🎁 Benefits & Perks

• 🏖️ Flexible Vacation Policy
• 🏥 Full medical, dental, and vision benefits
• 💰 Retirement savings account options with company matching
• 🌍 In-person annual gatherings (e.g., week on a beach in Dominican Republic)
• 📈 Pathway to promotion based on performance

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Recruiter Screen· 30 min
2. 2Hiring Manager Interview· 45 min
3. 3Technical Writing Assessment· 60 min