• Support client application development environments • Provide user support and customer service on company supported computer applications and platforms • Develop requirements for system enhancements and document system requirements, guides, manuals and reports • Troubleshoot problems and advise on the appropriate action as needed • Quickly and patiently respond to end users and internal users for web-based applications using the Service Desk ticketing system • Apply troubleshooting skills to resolve customer's technical issues • Interface with internal teams to resolve problems • Investigate detailed agency application status • Develop system requirements documents, user guides and other system documentation and reports as needed

• Work cross-functionally with Engineering, Product, Support, and more to create best-of-breed documentation that ensures customer success. • Produce documentation with unified examples, consistent style, and jaw-dropping quality. • Create documentation in an SEO-friendly, LLM-optimized, searchable, browsable, and automated way.

• Content production (primary) You own drafting and iteration for: • Blog posts (SEO + POV): product/industry explainers, use cases, comparison posts, tactical how-tos, and opinionated takes where appropriate • Handbooks/guides: structured long-form assets that support campaigns and lead capture • Newsletters: weekly/biweekly cadence that compounds trust + activates dormant leads • Case study + client announcement drafts: narrative, structure, and polish • Product / use-case explainers: clear “what it is / why it matters / how it works / proof / CTA” pages or docs as needed • Social ownership You own organic social content creation and day-to-day execution, turning core assets into distribution. • Repurpose long-form content into social-native formats (LinkedIn|X|Medium|Reddit posts, short threads, carousels briefs, short POV posts, founder/exec voice drafts if needed) • Create weekly social batches aligned to the content calendar and active priorities (campaigns, launches, proof points) • Coordinate with our creative designer for any visuals needed (diagrams, carousels, simple charts) • Coordinate with program and campaign lead to align publishing/distribution schedule and avoid calendar collisions • Track basics: post frequency, engagement quality, top performers, and patterns worth repeating • Content system + editorial operations Build and maintain a repeatable content system: • Content briefs, outlines, interview notes, and source links • Version control + consistent naming conventions • Central content repository (final assets + reusable components) • A visible pipeline view: what’s in discovery, drafting, review, revision, approved • Sales calls insight extraction • Proactively schedule time with sales & retention team to extract raw insights (short structured interviews, async Q&A, call shadowing) • Own the process of turning messy inputs into structured drafts • Maintain a question bank by topic (so extraction gets faster over time) • SEO collaboration • Work with our SEO lead on SEO requirements: target keywords, structure, internal linking opportunities, and search intent alignment • Implement on-page SEO basics in drafts (headings, FAQs where relevant, internal link placeholders, metadata suggestions) • Publishing readiness + QA Maintain a content QA checklist, including: • Clarity, structure, and reading flow • Technical accuracy + no overclaims • Voice consistency and positioning • CTA placement and conversion intent • Compliance basics (no sensitive client disclosure, no unapproved claims, correct terminology)

• Draft, refine, and finalize intelligence reports and technical product documentation through collaboration with subject matter experts who may not be native English speakers. • Adapt threat intelligence and analytical findings into clear, audience-appropriate content for various stakeholders, including executive, technical, and non-technical audiences. • Edit reports, marketing collateral, and presentations for style, tone, spelling, and grammar. • Create visuals and infographics that communicate complex relationships or metrics in an appealing and intuitive manner. • Develop and maintain editorial style guides, templates, and report formats to ensure consistency and a high standard of quality across all team intelligence products. • Publish finished intelligence reports to client-facing platforms and coordinate the release of marketing collateral and product documentation with relevant stakeholders.