The technical writer will create and manage documentation for new products and features while collaborating with engineering and product teams. They will also review contributions, manage the changelog, and work with customer success to identify and address documentation gaps.
Lead the technical support team by managing daily operations, queue health, prioritization, capacity, shifts, and incident response while serving as the escalation point for complex customer issues. Coach and develop team members, improve support processes and documentation, track KPIs, and represent customer feedback to company leadership and product teams.
Provide high-level technical support and troubleshoot complex product issues while acting as a customer advocate to the product team. Develop and maintain third-party integrations and curate a public knowledge base to enhance the developer experience.
Manage a portfolio of enterprise customers to drive platform adoption, realize value, and foster long-term strategic partnerships. Collaborate with cross-functional teams including Product, Engineering, and Sales to ensure a cohesive customer experience and influence product improvements.
Act as the technical face of Cloudsmith by building presence in open source communities and managing relationships with maintainers and partners. Produce high-quality technical content, including videos and blog posts, to support product launches and developer advocacy.
Own and execute regional field marketing strategies to drive pipeline growth through hosted events, partner activations, and trade shows. Collaborate closely with Sales and GTM teams to align field activity with target accounts and business outcomes.
