Job Description

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Job Category

Products and Technology

Job Details

Description:

* Were passionate about providing awesome user assistance of all sorts for our customers, from in-app help to walkthroughs, from online help to Trailhead modules, from release notes to developer guides, and from videos to implementation guides.
* We support over 300 fantastic professional writers and work with engineers across the company to produce cutting-edge user assistance. We run continuous integration systems that test and build thousands of deliverables daily. We publish docs in over a dozen languages through multiple delivery channels. We develop tools for authoring, testing, and building those docs.
* We are a globally distributed team. Our engineering and product teams are based in San Francisco, Seattle, Denver, Toronto and Hyderabad, India. The writers we support, are also spread around North America (shout out to Brooklyn, Rhode Island, Virginia, Seattle, Portland, rural eastern Oregon, Fresno, San Diego, and Vancouver!)
* Were serious about the stuff a doc team should be serious aboutlike developing new content portals and embedding help directly into the app. We are constantly looking for new and better ways to get our users the info they need when and where they need itand are equally committed to having fun throughout the process.

Responsibilities:

* Join an Agile team. Our goal is to have a team that can dog pile on our priorities and share work as much as possible. As a support engineer, youll gain a breadth of knowledge in many of our systems.
* Support. Our writing teams are great at helping themselves, but youll help them solve build issues and other problems using our systems. To do this, youll become very familiar with the tools writers use, Oxygen, Perforce, and Git, and with our build processes that are managed using Jenkins jobs. Based on the issues you deal with, youll work to improve our processes and our internal documentation for engineers and writers to build a more self-service model.
* Maintain and administer. Youll monitor our current and new systems, escalating issues to ensure things are up and running on a day-to-day basis.
* Internal documentation. Youll keep our internal documentation up-to-date, and improve and add to it as needed. This includes updating conceptual and task-based topics in the CCX Engineering Confluence space, keeping runbooks in line with current and changing CCX Engineering practices, and occasionally adding and updating topics for writers in the CCX Confluence space.

Required Skills/Experience:

* Bachelor's degree in Computer Science or related experience
* 5+ years demonstrated expertise working with DITA-based publishing systems in large-scale, global environments with localization into multiple languages and deployment in multiple formats to multiple publication end points
* Agile/Scrum/Lean development methodology experience
* Strong command of the DITA XML standard (1.2 and later) at the specification level
* Good communication skills

Desirable Skills/Experience:

* Experience with troubleshooting issues with tools like Writer's toolbox, Perforce, Oxygen XML editor and GIT
* Experience with Jenkins, Gradle, Jenkins pipeline or equivalent tools
* Comfortable taking on new projects and technologies both individually and as part of a team
* Methodical, organized, patient, personable, courteous and empathetic to solving writer problems
* Write new docs (user documentation for our tools, runbooks, etc) and keep our current docs updated

For Colorado-based roles: Minimum annual salary of $121,800. You may also be entitled to receive 15% target bonus, restricted stock units, and benefits.

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