Support Operations Engineer

Job Description

REQUIREMENTS

• 2+ years of experience in support enablement, support content creation, or a related role within a technical SaaS product environment.
• Strong content creation skills — you can take complex product or process information and turn it into something clear, engaging, and easy to act on.
• Solid instructional design fundamentals: you understand how to structure learning content, build in reinforcement, and choose the right format for the right moment.
• Experience working in fast release cycles and adapting materials quickly as products evolve.
• Organized and detail-oriented — you can manage a content library, track multiple projects, and keep materials current without things slipping.
• Familiarity with support workflows and what it takes for a specialist to handle technical customer issues with confidence.
• Collaborative by nature — you work well alongside a Lead, take direction clearly, and proactively flag issues or opportunities.
• Bonus: experience with LMS platforms, video creation tools, or AI-assisted content development workflows.

RESPONSIBILITIES

• Build and maintain enablement content across the full learning lifecycle — onboarding curricula, product update training, process guides, quick-reference materials, and skills development resources.
• Translate rapid product releases and process changes into clear, digestible learning content quickly and in the right format for the audience — written guides, short videos, live sessions, or self-guided modules.
• Support the delivery and logistics of the onboarding program, including coordinating new hire schedules, tracking ramp progress, and flagging areas where additional support may be needed.
• Maintain and organize the enablement content library, ensuring materials stay accurate, current, and easy to find as the product and team scale.
• Partner with QA and the Enablement Lead to identify knowledge gaps surfaced by ticket trends and QA scores, and turn those gaps into targeted learning content.
• Partner with Customer Education and Product to stay current on releases and incorporate changes into training materials before they surface as issues in tickets.
• Gather feedback from specialists and new hires to continuously improve content and the learning experience.
• Track content performance metrics and share insights with the Lead to inform program improvements.

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