Support Operations Engineer
Build and deliver enablement content and onboarding programs for a technical SaaS support team, translating product changes into training materials and tracking ramp progress. Requires 2+ years in support enablement or content creation within a SaaS environment.
About the job
What You'll Do
- 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.
What You Have
- 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.
Skills
Content Creation, Instructional Design, Lms Platforms, Video Creation Tools, Support Workflows, Technical Saas, Onboarding Programs, Knowledge Management, Qa Collaboration, Performance Metrics Tracking
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