Content Editor

Overview

The Support Center team currently has areas that requires content review for self-help articles and other pre-written content that support engineers email to customers as solutions to a support case. partner teams write the content/solution to solve a customer issue/problem and our team is responsible for reviewing, editing, and suggesting structural and/or other content recommendations that will have the most impact for the customer. The volume of articles is 100-150 weekly. Because this is customer facing content and used in direct communicate with customers, there is a very high level of quality that must be maintained. Once the article has been submitted and signed off by the SME, you will review the files for accuracy and formatting. If the content does not meet the bar or improvements are needed, they work directly with the author of the article to get them resolved prior to signing off.

Responsibilities include:

• Assess content for quality and structure following team guidelines. For instance: Does the content clearly describe the problem? Does the content explain why the problem is relevant to the customer? Does it provide sufficient troubleshooting/resolution steps? Does content inform the customer how they could identify the problem themselves in the future?
• Self-Help files follow a specific format designed to be an easy read for users seeking assistance. Does the article align with this format?
• Edit files for organization, content, technical accuracy, tone, and style. For easy content issues, you will write directly to GitHub and correct the issue(s). For more complicated corrections, you will kick it back to the content author with enough guidance on what the issue is with the content and drive them to resolve it.
• A queue is maintained in GitHub with pull requests (PRs) that are ready for review. You will be responsible for reviewing, editing, and providing feedback and recommendations back to the author. The authors are engineers and PMs in support teams. After these iterations happen (either via the author or corrected by yourself), you will sign off on and approve the PR for publishing.
• Some end user support will be required for internal systems and processes

Skills required:

• Excellent grasp of technical English
• GitHub knowledge
• Detail oriented
• Self-management

Requirements:
• 3-5 years’ experience creating or editing technical, customer facing content
• Writing and editing content for Engineers, Architects and/or IT Pros
• Technical depth to roughly assess content
• Experience or some Cloud knowledge or have worked on Cloud content in the past preferred
• Ability to work in a dynamic, changing environment
• Proactive communicator and ability to drive communications and engagement
• Strong organizational skills and the ability to handle multiple projects simultaneously are required
• Experience working with technical product teams supporting technical audiences.
• Experience or familiarity with markdown and GitHub is preferred.
• Bachelor’s degree in Technical Communications, Journalism, English, Computer Science or related field preferred. Work related experience may sub