📌 Core Information
🔹 Job Title: Senior Support Content Strategist
🔹 Company: Cloudflare
🔹 Location: Austin (Hybrid)
🔹 Job Type: Full-time
🔹 Category: Computer and Network Security
🔹 Date Posted: July 10, 2025
🔹 Experience Level: Mid-level (2+ years)
🔹 Remote Status: On-site with hybrid option
🚀 Job Overview
Key aspects of this role include:
- Designing, creating, and maintaining digital content for the Customer Support team
- Collaborating with various teams to develop and improve support-related content
- Ensuring high-quality content to reduce customer support contacts and internal escalations
- Managing content strategies for knowledge management and AI ingestion
- Working independently and managing multiple, simultaneous projects
ASSUMPTION: This role requires strong communication skills, technical writing experience, and the ability to manage multiple projects simultaneously. It is ideal for candidates with a background in technical writing, content development, or a related field.
📋 Key Responsibilities
✅ Create and maintain Support documentation and content
✅ Develop multimedia content when appropriate
✅ Collaborate with experts to create technical content covering products, services, and tools
✅ Work with operations and service delivery teams to document product and tool usage for both technical and non-technical audiences
✅ Manage all Support content and administer a knowledge management process for the Support team
✅ Help develop content strategies that streamline knowledge management, including structuring for AI ingestion
✅ Work independently and manage multiple, simultaneous projects
ASSUMPTION: This role requires strong project management skills, the ability to work independently, and the capacity to manage multiple projects simultaneously.
🎯 Required Qualifications
Education: Bachelor's degree or higher in English, Technical Communication, or other major with writing-intensive component and/or a technology emphasis, or equivalent experience
Experience: 2+ years of professional technical writing or content development experience for technical and general audiences
Required Skills:
- Proven verbal and written communication skills (must provide samples)
- 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
Preferred Skills:
- Familiarity with Git, Python, SQL, or other modern programming languages and tools
- Experience with multimedia and graphic design
ASSUMPTION: Candidates must have a strong portfolio of technical writing samples and be able to demonstrate their ability to create high-quality content for technical and non-technical audiences.
💰 Compensation & Benefits
Salary Range: $90,000 - $120,000 per year (based on industry standards for mid-level technical writing roles in Austin, TX)
Benefits:
- Medical, Dental, and 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
- Short and Long Term Disability Insurance
- Life & Accident Insurance
- 401(k) Retirement Savings Plan
- Employee Stock Participation Plan
- Flexible paid time off covering vacation and sick leave
- Leave programs, including parental, pregnancy health, medical, and bereavement leave
Working Hours: Full-time (40 hours per week) with flexible hours and remote work options
ASSUMPTION: The salary range provided is an estimate based on industry standards for mid-level technical writing roles in Austin, TX. Actual compensation may vary based on the candidate's qualifications and experience.
📌 Applicant Insights
🔍 Company Context
Industry: Cloudflare is a leading connectivity cloud company that empowers organizations to make their employees, applications, and networks faster and more secure everywhere, while reducing complexity and cost.
Company Size: Cloudflare has 1,001-5,000 employees, providing a large and established work environment with ample opportunities for growth and collaboration.
Founded: 2009, with over a decade of experience in the industry, Cloudflare has a proven track record of success and innovation.
Company Description:
- Cloudflare is the leading connectivity cloud company, empowering organizations to make their employees, applications, and networks faster and more secure everywhere, while reducing complexity and cost.
- The company's connectivity cloud delivers the most full-featured, unified platform of cloud-native products and developer tools, enabling any organization to gain the control they need to work, develop, and accelerate their business.
- Powered by one of the world’s largest and most interconnected networks, Cloudflare blocks billions of threats online for its customers every day, protecting millions of organizations – from the largest brands to entrepreneurs and small businesses to nonprofits, humanitarian groups, and governments across the globe.
Company Specialties:
- nginx
- lua
- go
- web performance
- web security
- dns
- network
- noc
- nocc
- ddos
- CDN
- waf
- zero trust security
- and developer tools
Company Website: www.cloudflare.com
ASSUMPTION: Cloudflare's focus on security, performance, and developer tools makes it an attractive employer for technical professionals seeking to work in a dynamic and innovative environment.
📊 Role Analysis
Career Level: Mid-level (2+ years of experience)
Reporting Structure: This role reports directly to the Manager of Support Content Strategy within the Support Operations & Planning department.
Work Arrangement: Hybrid (on-site with remote work options)
Growth Opportunities:
- Potential career growth within the Support Operations & Planning department or other departments within Cloudflare
- Opportunities to work on high-impact projects and collaborate with cross-functional teams
- Chance to develop skills in content strategy, project management, and technical writing
ASSUMPTION: This role offers significant growth potential for candidates looking to advance their careers in technical writing, content strategy, or project management.
🌍 Location & Work Environment
Office Type: Hybrid (on-site with remote work options)
Office Location(s): Austin, TX (with additional offices in San Francisco, CA; London, UK; Singapore; and other global locations)
Geographic Context:
- Austin, TX offers a vibrant tech industry, a high quality of life, and a lower cost of living compared to other major tech hubs like San Francisco or New York City.
- The city is home to numerous tech companies and startups, providing ample networking and collaboration opportunities.
- Austin's central time zone makes it convenient for collaboration with teams across the globe.
Work Schedule: Full-time (40 hours per week) with flexible hours and remote work options
ASSUMPTION: Austin's thriving tech industry, high quality of life, and central time zone make it an attractive location for technical professionals seeking a balance between work and personal life.
💼 Interview & Application Insights
Typical Process:
- Online application submission
- Phone or video screen with the hiring manager
- Technical writing assessment
- Final interview with the team
- Background check and offer
Key Assessment Areas:
- Technical writing skills and portfolio
- Communication skills (both written and verbal)
- Project management skills
- Familiarity with relevant tools and technologies
- Cultural fit with Cloudflare's values and work environment
Application Tips:
- Tailor your resume and cover letter to highlight your technical writing skills and experience
- Include a portfolio of your best technical writing samples
- Be prepared to discuss your writing process and how you approach complex technical topics
- Research Cloudflare's products, services, and company culture to demonstrate your enthusiasm and understanding
- Follow up with the hiring manager after your interview to express your interest in the role
ATS Keywords: Technical Writing, Content Strategy, Content Development, Project Management, Support Documentation, Knowledge Management, Customer Support, Technical Communication, HTML, JavaScript, Markdown, Content Management
ASSUMPTION: Cloudflare's hiring process is designed to assess candidates' technical writing skills, communication abilities, and cultural fit with the company's values and work environment.
🛠️ Tools & Technologies
- Markdown
- Industry standard content management and authoring tools (e.g., Adobe FrameMaker, MadCap Flare, etc.)
- KCS or other knowledge management methodologies
- Industry standard Support CRMs / ticketing systems (e.g., Zendesk, Jira Service Management, etc.)
- HTML, JavaScript, HTTP
- Git, Python, SQL, or other modern programming languages and tools (bonus)
ASSUMPTION: Familiarity with relevant tools and technologies is essential for success in this role, and candidates should be prepared to demonstrate their proficiency during the interview process.
👔 Cultural Fit Considerations
Company Values:
- Customers First
- Integrity
- Performance
- One Cloudflare
- Innovation
- Perpetual Beta
Work Style:
- Collaborative and cross-functional teamwork
- Fast-paced and dynamic work environment
- Focus on continuous learning and improvement
- Strong emphasis on customer support and satisfaction
Self-Assessment Questions:
- Do you align with Cloudflare's company values, particularly "Customers First" and "Performance"?
- Are you comfortable working in a fast-paced, dynamic environment with a focus on continuous learning and improvement?
- Do you thrive in a collaborative, cross-functional teamwork setting?
- Are you passionate about providing exceptional customer support and ensuring customer satisfaction?
ASSUMPTION: Candidates should assess their fit with Cloudflare's company values, work style, and cultural environment to ensure a successful and fulfilling employment experience.
⚠️ Potential Challenges
- Managing multiple, simultaneous projects may require strong time management and prioritization skills
- Working with various teams and stakeholders may present communication and collaboration challenges
- The fast-paced work environment may require adaptability and the ability to work well under pressure
- The role may involve working with complex technical concepts, requiring strong learning and problem-solving skills
- Remote work may present challenges in maintaining productivity and work-life balance
ASSUMPTION: Candidates should be aware of the potential challenges associated with this role and be prepared to address them proactively.
📈 Similar Roles Comparison
- This role differs from other technical writing or content development positions in its focus on support documentation and knowledge management for customer support teams
- Industry-specific context: The role is specific to the customer support industry, with a focus on improving self-serviceability and reducing customer support contacts and internal escalations
- Career path comparison: This role may serve as a stepping stone to careers in technical communication, content strategy, or project management within the customer support industry or other related fields
ASSUMPTION: Candidates should consider the unique aspects of this role and how it compares to other technical writing or content development positions in the industry.
📝 Sample Projects
- Developing a comprehensive user guide for a new customer support tool or platform
- Creating a series of video tutorials to demonstrate product features and functionality for both technical and non-technical users
- Designing and implementing a knowledge management system for a customer support team, including structuring content for AI ingestion
ASSUMPTION: These sample projects illustrate the types of tasks and responsibilities that may be encountered in this role, and candidates should be prepared to discuss their relevant experience and skills.
❓ Key Questions to Ask During Interview
- Can you describe the team structure and dynamics within the Support Operations & Planning department?
- How does this role collaborate with other teams within Cloudflare, such as Product, Engineering, and Support Delivery?
- What are the most significant challenges facing the Customer Support team, and how does this role contribute to addressing them?
- What opportunities are there for growth and development within this role or the Support Operations & Planning department?
- How does Cloudflare support work-life balance for its employees, particularly those working in hybrid or remote roles?
ASSUMPTION: Candidates should prepare thoughtful questions to ask during the interview process to gain a deeper understanding of the role, the team, and the company culture.
📌 Next Steps for Applicants
To apply for this position:
- Submit your application through this link
- Tailor your resume and cover letter to highlight your technical writing skills and experience
- Include a portfolio of your best technical writing samples
- Prepare for a technical writing assessment and be ready to discuss your writing process and approach to complex technical topics
- Follow up with the hiring manager after your interview to express your interest in the role
⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.
