You will own the documentation for specific product areas, working closely with engineering and product teams to create content before features ship. Additionally, you will manage the documentation backlog, review contributions, and collaborate with customer success to improve user experience.
Build, maintain, and support Cloudsmith’s developer-facing tools, including its CLI, Terraform provider, MCP server, and IDE/LSP extensions, with careful attention to usability, versioning, and backward compatibility. Collaborate with platform teams, customers, Customer Success, and Solutions Engineering to turn feedback into durable improvements and automate testing, releases, and validation.
Lead end-to-end technical onboarding and enterprise rollouts, defining customer-specific architecture, coordinating customer and internal teams, and managing timelines, deliverables, and risks. Serve as a trusted technical advisor, resolve deployment issues, and relay customer feedback to internal teams to support adoption and product improvements.
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.
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.
