Mark Rickard

I've spent 8 years building and owning technical documentation programs for enterprise SaaS products, most recently growing Fuel Cycle's knowledge base from 50 to 200+ articles as part of a WordPress-to-Zendesk migration. I turn fragmented support knowledge into a structured, searchable system — converting case trends and SME expertise into knowledge that reduces escalations and speeds resolution.At Bonterra, I built troubleshooting and reference content that cut support tickets by 20% and increased feature adoption by 40%. I work directly with product, engineering and support teams to identify where documentation gaps are driving repeat questions, then closed those gaps with content built for the way support staff actually work.