Technical Support Content Manager

Salary depends on experience
Posted on 04/19/18
Palo Alto, CA
Salary depends on experience
Posted on 04/19/18

About Poynt

Poynt was founded on the belief that all merchants should have access to innovative technology without compromising on security or user experience. We set out to fix broken commerce infrastructure by bringing developers, distributors and merchants together on an open platform running on top of a smart, all-in-one device.  The company has raised over $28 million dollars in venture funding from prominent firms like Google Ventures.
Poynt is building the payment terminal and commerce platform of the future. Some of the largest merchants, developers, banks, and resellers in the world are key partners on this platform, and we aim to provide an incredible level of insight and control to each of these parties over their highly unique use cases and concerns.
Our real-time data pipeline ingests, normalizes, and aggregates billions of events from our apps and Smart Terminal, and deliver instant insights and trigger alerts on web/mobile apps for each of our customer types. We constantly tread the line between performance and scalability, using many different backend tools and optimizations to produce the most useful yet fastest interfaces and alert


About Us

With our founder and CEO Osama Bedier — former head of Google Wallet and long-time PayPal senior executive — we strive to create tools that will help merchants thrive in today’s evolving and connected commerce world.Though we are quickly growing, one thing remains constant: we are a family. We approach challenges and opportunities head on, all the while growing and evolving as individuals and a company. Our culture has allowed us to recruit the best talent from prominent tech companies like Google, PayPal, Visa, Square and others.


About the Role

As the Technical Support Content Manager, you will be responsible for externally facing help content for customers as well as an internally facing and partner facing technical support knowledge base content. You will be one of a small handful of Customer Success team members at headquarters responsible for supporting distributed, first-level partner support teams and second-level technical support teams. You will be responsible for collaborating with product managers and engineers to develop effective technical support content. You will be the lead in documenting both the happy path for customers and for documenting bugs and workarounds for support teams. Required Experience/Skills BA/BS degree or equivalent working experience.Past experience in technical support, technical writing and/or content management.Excellent written and verbal communication skills.Prefer working in a collaborative, cross-team capacity. This role requires you to work across functions and departments to bring content to life.Super organized, self-starter. You must be able to efficiently manage several projects at once without supervision.


Location

We are hiring for this role in Palo Alto.

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