Technical Content Writer, Technical Support

Technical Content Writer, Technical Support
As cybercriminals become more sophisticated, we need to provide simple, yet powerful solutions to help our customers defend their digital environments.
Are you someone who craves clarity? Does content alignment and measurement animate you? Do you have a passion for the intersection of process and Support?
About the Team
Our ever growing Technical Support team are seeking candidates who have a passion for providing exceptional customer experiences, helping our customers unlock self-service opportunities, achieve faster time to adoption, and the value of Rapid7 products that they need to solve their most complex cybersecurity challenges.
About the Role
We are looking for a spirited Technical Content Writer to help implement content standards, processes, and experiences for our Technical Support team. Our ideal teammate thrives in a fast-paced environment, believes that learning is a critical aspect of the user experience, and is a self-starter. The person in this role will be part of a team empowered to achieve best-in-class case deflection and self-service rates, as part of our 2025 OKRs.
You'll work hand-in-hand with:

• Research, Support, and Customer Success to understand customer challenges and how our customers actually use our content in the real world.
• UX Content to align and craft content experiences that guide our customers to achieve their outcomes.

In this role, you will:

• Align content processes and standards that help unlock user self-service opportunities.
• Ensure application of Agile processes to drive understanding of capacity and timing.
• Design engaging learning experiences, including in-product walkthroughs, help documentation, infographics, multimedia content (including videos), and more.
• Help identify gaps in customer experiences across the content lifecycle, and ensure a consistent editorial tone across our product brand.
• Understand the basics of user research and how to leverage data to make informed content decisions.
• Understand how large language models operate and be proficient in training a model to ensure accuracy, incorporating feedback from customers and stakeholders.
• Measure our product and documentation to ensure alignment with our content standards and efficacy of content.
• Utilize GitHub and Jira to create, edit and publish content.
• Be a positive, supportive, kind, and thoughtful member of our Rapid7 family.

The skills you'll bring include:

• Excellent written and oral communication skills.
• An obsession with grammar and writing rules.
• A research-driven approach to content writing.
• The right mix of technical knowledge, writing skills, and analytical skills to deliver awesome content experiences.
• Knowledge of information architecture and how it relates to in-product and documentation experiences.
• Excellent graphic design and data visualization skills.
• A passion for technology and desire to learn about it.
• Experience working with GitHub, JIRA, Markdown, Miro, and Salesforce.
• Experience working directly with cross-functional teams, including support, product management, and software development.
• 1-2 years of experience working with LLMs.
• The ability to communicate complex ideas clearly and concisely.
• Strong project management skills.
• The ability to be a team player.
• The tenacity, humor, and people skills to work with and obtain information from a wide variety of team members.
• A desire to help others and lift teammates up.

We know that the best ideas and solutions come from multi-dimensional teams. That's because these teams reflect a variety of backgrounds and professional experiences. If you are excited about this role and feel your experience can make an impact, please don't be shy - apply today.
About Rapid7
Rapid7 (NASDAQ: RPD) helps organizations across the globe protect what matters most so innovation can thrive in an increasingly connected world. Our comprehensive technology, services, and community-focused research simplify the complex for security teams, helping them reduce vulnerabilities, monitor for malicious behavior, be in 10 places at once, and shut down attacks. We're on a mission to make security solutions easier to use and access so we can bring safety and resilience to more people.
With more than 10,000 customers across 140+ countries, Rapid7 is a leader in cybersecurity that has earned numerous industry accolades and recognition for our technology and culture.
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