[Hiring] Support Content Producer @DMS Vision

Role Description

As a Support Content Producer, your purpose is to produce and publish community content that helps customers solve problems. You will manage the content calendar for the Community Solutions Hub, work alongside AI to draft and refine articles, collaborate with SMEs to validate technical accuracy, and produce short product UI videos that accompany published solutions content.

You are:

• A skilled technical communicator who simplifies complex platform topics without losing accuracy.
• AI-fluent by default, using AI tools daily to draft, structure, and refine content.
• Calendar-driven and self-directed, thriving with a content calendar and sprint cadence.
• Experimentally minded, testing new tools and formats to enhance content production.
• A strong SME collaborator, quickly extracting insights from technical experts.

Impact:

• You will be a primary driver of content volume and quality for Support-related Community troubleshooting and how-to content.
• Your work directly supports self-service success, search and AI visibility, community credibility, and content velocity.

What You Get to Do in This Role:

• Content Production:
  • Manage and execute the Support Community content calendar, managing deadlines and the publish queue.
  • Draft short- and medium-length articles using AI-assisted workflows.
  • Apply content type frameworks (How-To, Troubleshooting, Explanation, FAQ) with the correct structure and voice for each.
  • Write with AEO and GEO principles in mind.
• SME Collaboration:
  • Schedule and conduct brief SME interviews to capture technical insights and validate accuracy.
  • Incorporate SME review feedback and route approvals through the content review workflow.
  • Build relationships with SME contributors across product and support teams to grow the author bench.
• Quality and Governance:
  • Apply voice, tone, and structural standards consistently across all published content.
  • Categorize content accurately in the community platform to support discoverability and analytics.
  • Flag content quality issues, gaps, and update needs as you encounter them during production.
  • Participate in sprint reviews and retrospectives to continuously improve production quality and velocity.
• Analytics and Optimization:
  • Track article performance using available analytics (views, engagement, search impressions, case deflection signals).
  • Surface insights from performance data to inform future content planning and prioritization.
  • Support pre/post optimization analysis when articles are revised or refreshed.

Qualifications

• 4 to 5 years of experience producing digital content such as blog posts, help articles, or technical writing.
• Demonstrated experience using AI writing tools (ChatGPT, Claude, Gemini, Jasper, or equivalent) as a core part of your production workflow.
• Strong writing, editing, and structural judgment: you know what makes content clear, findable, and actionable.
• Ability to understand and accurately explain technical or enterprise software topics to a general professional audience.
• Experience managing a content calendar and juggling multiple articles in various stages of production.
• Comfort working with SMEs: scheduling conversations, asking the right questions, and turning technical input into accessible content.
• Familiarity with content performance metrics: you can read a dashboard and connect data to editorial decisions.

Requirements

• Knowledge of SEO, AEO, or content optimization for AI search: structured headings, direct answers, featured snippet formatting.
• Background writing for community platforms, help centers, or support organizations.
• Familiarity with enterprise software, ServiceNow, or related.
• Exposure to content operations workflows such as editorial calendars, style guides, quality scoring, or similar.

Benefits

• You have experience writing for a community platform, help center, or support organization.
• You are familiar with enterprise software or IT-related topics.
• Experience producing screen recordings, product UI walkthroughs, or how-to videos using tools such as Descript, Camtasia, Loom, or similar.
• You have built or contributed to a prompt library, content template system, or AI workflow documentation.
• You have used tools like Airtable, Notion, or Asana for content pipeline management.
• You have an opinion about what makes AI-generated content good, and you edit aggressively to get there.