UpGuard
Senior Customer Education Specialist
🇦🇺Sydney, New South Wales, AustraliaRemote available2 days ago
SeniorFull TimeEN
Why are we hiring for this role?
We're looking for a Senior Customer Education Specialist to take real ownership of how our customers learn to use UpGuard. That means building and maintaining the knowledge base, creating tutorials and guides, and making sure our documentation keeps pace with a product that moves fast.
You will play a key role in driving product adoption and long-term loyalty by helping customers maximize their use of our products while reducing their reliance on direct support. You’ll be joining a small but mighty team focused on driving product adoption and empowering self-service. Together, we collaborate across a variety of approaches to achieve these goals.
The heart of this role is the ownership and maintenance of our Knowledge Base (KB) articles. You will ensure that our written documentation remains the definitive, high-quality source of truth for all users.
Content Lifecycle Lead: Write, edit, and audit technical articles to ensure they are accurate, easy to navigate, and aligned with our brand voice.
Documentation Strategy: Organize and optimize the information architecture of the Help Center to ensure customers can find answers quickly and intuitively.
Proactive Maintenance: Partner with Product and Engineering to ensure documentation is updated in lockstep with new feature releases, ensuring zero knowledge lag.
Quality Assurance: Maintain a high bar for clarity and technical accuracy, ensuring all articles meet accessibility and style standards.
AI-Enhanced Documentation: Proactively explore and implement AI tools to streamline content creation, improve searchability within the KB, and maintain a high velocity of updates as the product evolves.
Supporting the Broader Education Ecosystem
Beyond the knowledge base, you’ll also contribute to:
Visual Guides & Video: Create high-quality video tutorials and short-form walkthroughs that complement written documentation.
Customer Resources: Develop comprehensive product guides, FAQs, and onboarding toolkits tailored to different customer personas.
Training Support: Support the wider team in creating webinar materials and slide decks, ensuring all training content matches the official documentation.
Engagement Tracking: Monitor content performance (e.g., article helpfulness scores, video views) and iterate based on customer feedback and support data.
Knowledge Base & Content Mastery: A proven track record of owning a Knowledge Base as a primary product. You have experience managing the full content lifecycle - from drafting and technical validation to auditing and AI optimization.
Content Creation Expertise: Strong experience in developing engaging and user-friendly content such as step-by-step guides, video tutorials, webinars, and FAQs. You have a knack for simplifying complex information into clear, actionable resources.
Technical Expertise: Strong technical acumen, demonstrated through a technical degree, prior technical role, or experience in a related field, with the ability to translate complex workflows into clear, engaging, and accessible learning content.
AI & Innovation Mindset: You are an early adopter of AI technologies and are excited to experiment with LLMs and AI-driven content tools. You can identify opportunities to leverage AI for drafting, translating, or optimizing educational assets while maintaining a high bar for human-verified accuracy.
Cross-Functional Coordination: Demonstrated success working cross-functionally with Product, Customer Success, and Support. You know how to proactively gather requirements for upcoming releases to ensure documentation is ready on day one.
Analytical Problem Solving: A data-driven approach to content. You use search analytics, support ticket trends, and article "helpfulness" scores to identify gaps, measure impact, and proactively iterate on the educational experience.
Project Management: Strong organizational skills with the ability to manage multiple initiatives simultaneously, prioritize tasks, and meet deadlines in a fast-paced environment.
Standardization & Scalability: A passion for building templates and repeatable processes. You create content and help build the frameworks that allow our education library to scale consistently as the product grows.
Customer-Centric Mindset: A passion for helping customers succeed and empowering them to find value through proactive, self-service education.
Previous SaaS or Cybersecurity Background: Experience working in a SaaS environment or with cybersecurity solutions, with a strong understanding of how to educate technical audiences effectively.
Customer Insight Expertise: A deep understanding of gathering and leveraging customer feedback and support data to address customer challenges through educational content proactively.
Process Optimization: Experience building and implementing content governance frameworks to ensure materials are consistently updated, aligned, and scalable across global audiences.
AI Workflow Enablement: Experience translating AI-driven processes (e.g., data processing, model training, etc.) into accessible learning content.
