Senior Technical Content Manager

DNSFilter's mission is to protect our customers and partners with products they love to use! We are revolutionizing network security by providing fast, accurate, and reliable threat protection and content filtering. We're a rapidly growing company dedicated to creating a safer internet for businesses and organizations worldwide. Leveraging AI-driven threat intelligence, DNSFilter empowers our customers to proactively block threats before they impact their networks. We foster a collaborative, innovative, and results-oriented culture where every team member contributes to our mission of making the internet safer.

As we continue our product-fueled growth by adding new features and broadening our solution to meet the needs of the global market, it's clear there's a missing piece. That's where you come in!

We recognize that people come with a wealth of experience and talent beyond just the technical requirements of a job. If you feel like this job is for you, please apply. We believe diversity of experience and skills, including transferable skills, combined with passion, is a key to innovation and excellence; therefore, we encourage people from all backgrounds to apply to our positions!

• Own the end-to-end lifecycle of Help Center content — writing, editing, publishing, archiving, and auditing — in order to maintain a reliable, authoritative self-service resource for customers, partners, and frontline teams
• Apply established content style guides and governance standards consistently across all content in order to ensure a cohesive, on-brand customer experience
• Conduct regular content gap analysis and maintain a prioritized content roadmap in order to stay ahead of customer and product needs
• Collaborate with Product and Engineering to ensure documentation keeps pace with releases in order to reduce support load and improve customer outcomes
• Moderate and manage our customer community platform, responding to posts with accurate, helpful answers in order to maintain a welcoming, on-brand environment and surface recurring themes for KB prioritization
• Own the knowledge base that powers our AI support assistant — writing, editing, and maintaining training content — in order to improve bot accuracy and customer resolution rates
• Analyze AI interactions for patterns, knowledge gaps, and escalation data in order to identify systemic issues and translate findings into actionable content improvements
• Maintain SOPs for KB content creation, community moderation workflows, and frontline error reporting in order to keep processes scalable and consistent
  
  

• 5+ years of experience in technical writing, knowledge management, or content strategy, ideally in a SaaS environment
• Proven experience training or maintaining an AI support bot or similar conversational AI tool
• Strong technical writing skills with the ability to translate complex product behavior into clear, customer-facing documentation
• Demonstrated ability to work independently and manage multiple priorities without close supervision
• Comfort working cross-functionally to gather information from engineers, PMs, and support teams
• Exceptional written communication — you write clearly, concisely, and in the right voice for the audience
• Ability to work hours overlapping with ET hours
• Must be eligible to work in the region of hire without sponsorship from an employer now and/or in the future

• Working knowledge of HTML, CSS, and Markdown
• Experience with DNS, network security, or cybersecurity products
• Familiarity with Zendesk Knowledge, Confluence, or similar KB platforms
• Experience with community platforms such as Canny, Discourse, or similar
• Background in content analytics and performance optimization