Support Content Producer (Onsite) || Santa Clara, CA (Relocation yes)

DMS Vision • Frisco, AL

1d • Onsite

About The Position

The Support Content Producer creates and publishes community content that helps customers solve problems. The role manages the Community Solutions Hub content calendar, uses AI-assisted workflows to draft and refine articles, collaborates with subject matter experts (SMEs) to validate technical accuracy, and produces short product UI videos to accompany solutions content.

The position focuses on producing clear, accurate, actionable support content for a general professional audience. Content supports customer self-service, search and AI visibility, community credibility, and consistent editorial output. The producer works to established content frameworks, voice and structural standards, and review workflows, while using performance data to guide content planning and optimization.

This is an onsite, six-month role based in Santa Clara, California. Relocation is available.

Requirements

• 4 to 5 years of experience producing digital content such as blog posts, help articles, or technical writing.
• Demonstrated experience using AI writing tools such as ChatGPT, Claude, Gemini, Jasper, or equivalent as a core part of a production workflow.
• Strong writing, editing, and structural judgment, with the ability to make content clear, findable, and actionable.
• Ability to understand and accurately explain technical or enterprise software topics to a general professional audience.
• Experience managing a content calendar and handling multiple articles at different stages of production.
• Comfort working with SMEs, including scheduling conversations, asking effective questions, and turning technical input into accessible content.
• Familiarity with content performance metrics and the ability to connect dashboard data to editorial decisions.
• Daily proficiency with at least one LLM or comparable AI writing tool.
• Ability to write structured prompts, edit AI-generated drafts to meet voice and quality standards, and apply human judgment to final content.

Nice To Haves

• Knowledge of SEO, AEO, or content optimization for AI search, including structured headings, direct answers, and featured-snippet formatting.
• Background writing for community platforms, help centers, or support organizations.
• Familiarity with enterprise software, ServiceNow, or related topics.
• Exposure to content operations workflows such as editorial calendars, style guides, and quality scoring.
• Experience producing screen recordings, product UI walkthroughs, or how-to videos with tools such as Descript, Camtasia, Loom, or similar.
• Willingness to experiment with AI narration and editing features for video.
• Experience building or contributing to a prompt library, content template system, or AI workflow documentation.
• Experience with content pipeline tools such as Airtable, Notion, or Asana.
• Ability to identify weaknesses in AI-generated content and edit it aggressively.
• Experience using AI for research, topic-gap identification, and outline generation from cases, knowledge-base articles, or community posts.

Responsibilities

• Manage and execute the Support Community content calendar, deadlines, and publish queue.
• Draft short- and medium-length articles using AI-assisted workflows.
• Apply How-To, Troubleshooting, Explanation, and FAQ frameworks with appropriate structure and voice.
• Write with answer engine optimization (AEO) and generative engine optimization (GEO) principles in mind.
• Schedule and conduct brief SME interviews to capture technical insights and validate accuracy.
• Incorporate SME review feedback and route approvals through the content review workflow.
• Build relationships with SME contributors across product and support teams to expand the author bench.
• Apply voice, tone, and structural standards consistently across published content.
• Categorize content in the community platform to support discoverability and analytics.
• Flag content quality issues, gaps, and update needs encountered during production.
• Participate in sprint reviews and retrospectives to improve production quality and velocity.
• Track article performance using available analytics, including views, engagement, search impressions, and case-deflection signals.
• Surface performance insights to inform content planning and prioritization.
• Support pre- and post-optimization analysis when articles are revised or refreshed.
• Produce short product UI videos, walkthroughs, or how-to screen recordings to accompany solutions content.

What This Job Offers

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