Proofpoint

About Us:

We are the leader in human-centric cybersecurity. Half a million customers, including 87 of the Fortune 100, rely on Proofpoint to protect their organizations. We’re driven by a mission to stay ahead of bad actors and safeguard the digital world. Join us in our pursuit to defend data and protect people.

How We Work:

At Proofpoint, you’ll be part of a global team that breaks barriers to redefine cybersecurity, guided by our BRAVE core values: Bold in how we dream and innovate, Responsive to feedback, challenges, and opportunities, Accountable for results and best-in-class outcomes, Visionary in future-focused problem-solving, Exceptional in execution and impact.

About This Role

Proofpoint, Inc. is looking for a detail-oriented and experienced technical editor to join our Knowledge Management team. This role will help to manage the content lifecycle, working with a global team of knowledge contributors in authoring, reviewing, revising and enhancing knowledge base articles for our Customer Success Center portal. This position requires strong interpersonal skills, to help forge enduring relationships with SMEs, upon whom this role is reliant for the development of content which will comprise How-To, FAQ, Troubleshooting and other online support articles, for both internal and external audiences. This role also requires excellent communication skills to engage with SMEs and help translate complex information into clear, intuitive user-friendly guidance.

Suitable candidates should have a proactive, hands-on approach and problem-solving capabilities, and be able to work as a collaborative team member with a variety of personalities. The ideal candidate would have the organizational skills to manage multiple projects concurrently and would be both deadline-driven and flexible.

Responsibilities

Content Governance:

• Manage the content workflow, from gaps analysis to publication of an article
• Review and tag existing Knowledge base articles, to ensure search optimization of results and currency of articles surfaced
• Perform gaps analysis for knowledge articles, by evaluating support cases & trends
• Adhere to a style guide for editing
• Create templates & structure to standardize material prepared by subject matter experts for consistent language, terminology, and style
• Contribute to projects that improve the user experience, provide opportunities for customer self-service, and engineer effectiveness
• Drive continuous improvement initiatives to innovate and enhance the knowledge experience for users

Quality:

• Perform audits of the knowledge base to identify aging, inaccurate or duplicate content
• Follow up on articles receiving low star ratings or thumb down ratings from users for root cause analysis & remediation

Relationship building:

• Maintain a list of SMEs with whom you can engage if an article requires revision or if feedback is sub-par
• Build relationships across the organization, in Engineering/Content/Suppport; etc and elicit feedback from internal stakeholders on KB lifecycle process
• Build relationships with Customers & Partners who are invited to participate in content creation for validation of article content

Requirements:

• Proven experience as a technical editor or technical writer or in a similar role.
• Experience working for a multi-national organization
• Experience with Proofpoint’s Products or experience in the Information Technology sector
• BA or BS degree in English, Technical Writing or Editing, Communications or a related field.
• Strong communication skills, both verbal and written
• Ability to grasp complex technical concepts and distill them into clear user-friendly guidance
• Proofreading and editing experience is essential, with meticulous attention to detail in grammar and spelling.
• Ability to multitask short-term and long-term goals and objectives
• Demonstrate initiative and productivity with minimal supervision.

Desirable:

• Experience working with Salesforce Service Cloud and/or working in a knowledge-centered support environment
• Experience using editing and publishing tools would be desired (i.e. Salesforce Knowledge, Adobe Acrobat, MadCap Flare; or alternatives)
• Ability to adapt to changing schedules and priorities in a fast-paced dynamic environment
• Demonstrate enthusiasm for learning new technologies and viewing challenges as opportunities for creative solutions and innovation
• Demonstrate initiative and productivity with minimal supervision
• Familiarity with technical writing standards

Why Proofpoint? At Proofpoint, we believe that an exceptional career experience includes a comprehensive compensation and benefits package. Here are just a few reasons you’ll love working with us:

• Competitive compensation
• Comprehensive benefits
• Learning & Development: We are committed to the growth and development of our team members, offering a range of programs including leadership and professional development workshops, stretch project assignments, and mentoring opportunities to help employees reach their full potential.
• Flexible work environment: [Remote options, hybrid schedules, flexible hours, etc.].
• Annual wellness and community outreach days
• Always on recognition for your contributions
• Global collaboration and networking opportunities

Our Culture:

Our culture is rooted in values that inspire belonging, empower purpose and drive success-every day, for everyone. We encourage applications from individuals of all backgrounds, experiences, and perspectives. If you need accommodation during the application or interview process, please reach out to accessibility@proofpoint.com. How to Apply Interested? Submit your application here https://www.proofpoint.com/us/company/careers. We can’t wait to hear from you!