DNSFilter's mission is to protect our customers and partners with products they love to use! We are revolutionizing network security by providing fast, accurate, and reliable threat protection and content filtering. We're a rapidly growing company dedicated to creating a safer internet for businesses and organizations worldwide. Leveraging AI-driven threat intelligence, DNSFilter empowers our customers to proactively block threats before they impact their networks. We foster a collaborative, innovative, and results-oriented culture where every team member contributes to our mission of making the internet safer.
As we continue our product-fueled growth by adding new features and broadening our solution to meet the needs of the global market, it's clear there's a missing piece. That's where you come in!
We are looking for a Senior Technical Content Manager to join our Product Management team, reporting to the Vice President of Product. In this role, you will own the systems that sit at the intersection of technical writing, AI training, and customer experience strategy. In this role, you will own three core programs: our external Knowledge Base, our customer-facing Community platform, and our AI Support Bot — effectively serving as the product owner of its knowledge architecture. The ideal candidate is a sharp, autonomous content operator who can move between writing technically precise documentation, analyzing AI interaction data, and driving cross-functional improvements — often in the same day.
Eligible candidates have experience working successfully in a small to mid-sized, fast-paced, hyper-growth SaaS startup or scale-up. This is a full-time role eligible for candidates in the United States or Canada who can work full-time ET hours.
We recognize that people come with a wealth of experience and talent beyond just the technical requirements of a job. If you feel like this job is for you, please apply. We believe diversity of experience and skills, including transferable skills, combined with passion, is a key to innovation and excellence; therefore, we encourage people from all backgrounds to apply to our positions!
In this role, you will:
- 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
To qualify for this role, you have:
- 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
Bonus points for:
- 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
We Offer:
- Pathway to promotion to additional organizational positions and responsibilities based upon results and performance, not just time in the chair. You help us grow, and we will help you grow.
- 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. Last time we all spent a week on a beach in the Dominican Republic!
DNSFilter is a pay-for-performance organization, which means there is an opportunity to advance your compensation based on performance over time. The hiring base pay is dependent on several factors, including level, function, training, transferable skills, work experience, business needs, and geographic location. As a hybrid company, our compensation reflects the cost of labor across several U.S. and global geographic markets. We pay differently based on those defined markets. Our Talent Team can share more about the specific salary range for the job location during the hiring process.
DNSFilter participates in the E-Verify program.
At DNSFilter, we utilize sophisticated software and tools to identify and eliminate Deepfake candidates. This approach helps us maintain the integrity of our hiring process, ensuring that we select the most qualified and genuine individuals to join our team.
