Senior Customer Education Specialist

3 days, 4 hours ago
Full-time
Senior
Technical Writing and Documentation
UpGuard

UpGuard

UpGuard is a cybersecurity ratings platform based in Sydney, Australia, specializing in third-party risk management and attack surface monitoring to prevent data breaches and enhance IT security.

Professional Services
51-250
Founded 2012
$47M raised

Description

  • Own and maintain the Knowledge Base as the primary source of truth for customers.
  • Write, edit, audit, and update technical articles to ensure accuracy, clarity, and brand consistency.
  • Organize and optimize Help Center information architecture so customers can find answers quickly and intuitively.
  • Partner with Product and Engineering to keep documentation aligned with new feature releases and changes.
  • Maintain accessibility and style standards across all educational content.
  • Create video tutorials, short walkthroughs, product guides, FAQs, onboarding toolkits, webinar materials, and slide decks.
  • Support the wider education program by ensuring training materials match official documentation.
  • Monitor article helpfulness, video views, search analytics, and support trends to improve content performance.
  • Explore and implement AI tools to improve content creation, searchability, and update velocity.
  • Build templates, repeatable processes, and governance frameworks that help the education library scale.

Requirements

  • Proven experience owning a Knowledge Base as a primary product.
  • Experience managing the full content lifecycle, including drafting, technical validation, auditing, and optimization.
  • Strong experience creating step-by-step guides, video tutorials, webinars, FAQs, or similar educational content.
  • Technical acumen gained through a technical degree, prior technical role, or related experience.
  • Ability to translate complex workflows into clear, accessible learning content.
  • Comfort experimenting with LLMs and AI-driven content tools for drafting, translating, or optimizing content.
  • Demonstrated success working cross-functionally with Product, Customer Success, and Support.
  • Ability to use search analytics, support ticket trends, and article helpfulness data to identify gaps and measure impact.
  • Strong organizational and project management skills with the ability to manage multiple priorities and deadlines.
  • Experience in SaaS or cybersecurity, or with building content governance frameworks, is preferred.

Benefits

  • Monthly lifestyle subsidy for financial, physical, and mental well-being.
  • WFH setup allowance within the first 3 months.
  • $1,500 USD annual Learning & Development allowance.
  • Annual leave plus two additional UpGuardian leave days.
  • 18 weeks paid parental leave regardless of parenting role.
  • Personal leave allowance including sick and carer’s leave.
  • Fully remote working environment with no mandatory office attendance.
  • Top-spec hardware and paid generative AI tool subscriptions.

Interested in this position?

Apply directly on the company website

Apply Now

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