Senior Technical Content Manager

DNSFilter

2h • Remote

About The Position

DNSFilter is seeking a Senior Technical Content Manager to join their Product Management team. This role is crucial for revolutionizing network security by managing the systems that integrate technical writing, AI training, and customer experience strategy. The successful candidate will own three core programs: the external Knowledge Base, the customer-facing Community platform, and the AI Support Bot, acting as the product owner of its knowledge architecture. This position requires a sharp, autonomous content operator capable of handling technical documentation, analyzing AI interaction data, and driving cross-functional improvements. The role is ideal for someone with experience in a fast-paced, hyper-growth SaaS startup or scale-up environment. DNSFilter is committed to diversity and encourages applications from individuals with varied backgrounds and transferable skills.

Requirements

• 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

Nice To Haves

• 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

Responsibilities

• 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

Benefits

• Pathway to promotion to additional organizational positions and responsibilities based upon results and performance, not just time in the chair.
• Passionate and intelligent colleagues who work hard and have a good time doing it
• Paid company-wide week off at the end of each year
• Flexible Vacation Policy
• Awesome company swag
• Full medical, dental, and vision benefits for US, UK, and Canada-based employees
• Full short-term disability and life benefits; available long-term disability
• Retirement savings account options with vested company matching for qualifying employees
• In-person annual gatherings.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed