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! 

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

Compensation

Compensation may be adjusted depending on work location.

• For Colorado-based hires: Estimated annual salary of $161,000 - $197,000.
• For New York City-based and California (excluding Bay Area) and Washington hires: Estimated annual salary of $186,000 - $228,000.
• For Bay Area-based hires: Estimated annual salary of $196,000 - $240,000.

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

What Makes Cloudflare Special?

We’re not just a highly ambitious, large-scale technology company. We’re 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: We equip politically and artistically important organizations and journalists with powerful tools to defend themselves against attacks that would otherwise censor their work, technology already used by Cloudflare’s enterprise customers--at no cost.

Athenian Project: We created 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.

Path Forward Partnership: Since 2016, we have partnered with Path Forward, a nonprofit organization, to create 16-week positions for mid-career professionals who want to get back to the workplace after taking time off to care for a child, parent, or loved one.

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. Here’s the deal - we don’t 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 you’d like to be a part of? We’d 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 person's, 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 hr@cloudflare.com or via mail at 101 Townsend St. San Francisco, CA 94107.