UpGuard
Cyber Risk Posture Management
SeniorCustomerEducationSpecialist
Neural analysis suggests this role is
optimal for Senior candidates.
“Senior Customer Education Specialist at UpGuard. Skills: Knowledge Base Management, Content Lifecycle Management, Technical Documentation, AI Integration in Content Creation. Ownership and maintenance of Knowledge Base (KB) articles. Writing, editing, and auditing technical articles”
What You'll Achieve.
Drive product adoption; Long-term loyalty; Maximize customer use of products; Reduce reliance on direct support; Empower self-service; Ensure documentation remains the definitive, high-quality source of truth; Ensure customers can find answers quickly and intuitively; Ensure zero knowledge lag; Maintain a high bar for clarity and technical accuracy; Maintain a high velocity of updates as the product evolves; Scale education library consistently as the product grows
Industry & Context.
Fixing problems; Analytical Problem Solving; Data-driven approach to content; Use search analytics, support ticket trends, and article 'helpfulness' scores to identify gaps, measure impact, and proactively iterate on the educational experience
National police history check, Reference checks, Cannot support candidates requiring visa sponsorship or relocation
What They're Looking For.
Must Have
Proven track record of owning a Knowledge Base as a primary product, Experience managing the full content lifecycle - from drafting and technical validation to auditing and AI optimization, Experience in developing engaging and user-friendly content such as step-by-step guides, video tutorials, webinars, and FAQs, Technical acumen, demonstrated through a technical degree, prior technical role, or experience in a related field, with the ability to translate complex workflows into clear, engaging, and accessible learning content, Early adopter of AI technologies and excited to experiment with LLMs and AI-driven content tools, Demonstrated success working cross-functionally with Product, Customer Success, and Support, Data-driven approach to content, Organizational skills with the ability to manage multiple initiatives simultaneously, prioritize tasks, and meet deadlines in a fast-paced environment, Passion for building templates and repeatable processes, Passion for helping customers succeed and empowering them to find value through proactive, self-service education
Nice to Have
Previous SaaS or Cybersecurity Background, Experience working in a SaaS environment or with cybersecurity solutions, with a understanding of how to educate technical audiences effectively, Deep understanding of gathering and leveraging customer feedback and support data to address customer challenges through educational content proactively, Experience building and implementing content governance frameworks to ensure materials are consistently updated, aligned, and scalable across global audiences, Experience translating AI-driven processes (e.g., data processing, model training, etc.) into accessible learning content
What You'll Do.
Ownership and maintenance of Knowledge Base (KB) articles
and auditing technical articles
Organizing and optimizing the information architecture of the Help Center
Partnering with Product and Engineering to ensure documentation is updated in lockstep with new feature releases
Maintaining a high bar for clarity and technical accuracy
Exploring and implementing AI tools to streamline content creation
improve searchability within the KB
and maintain a high velocity of updates
Creating high-quality video tutorials and short-form walkthroughs
Developing comprehensive product guides
and onboarding toolkits
Supporting the wider team in creating webinar materials and slide decks
Monitoring content performance and iterating based on customer feedback and support data
How You'll Work.
Team & Collaboration
Partner with Product and Engineering to ensure documentation is updated in lockstep with new feature releases; Work cross-functionally with Product, Customer Success, and Support; Gather requirements for upcoming releases to ensure documentation is ready on day one; Collaborate across a variety of approaches to achieve goals
Communication Scope
Clarity; Technical accuracy
Process & Methodology
Manage multiple initiatives simultaneously, Prioritize tasks, Meet deadlines in a fast-paced environment
Full Job Description
## Description Who are we? At UpGuard, we are replacing manual security bottlenecks with AI-driven precision. Fresh off a US$75M Series C, we are scaling our infrastructure to process 100 billion risk signals daily. This isn’t just growth; it’s a total reimagining of how the world manages cyber risk. We build the Cyber Risk Posture Management (CRPM) platform that security teams actually love. By integrating security ratings, threat intel, and agentic AI, we empower organisations to stay ahead of an ever evolving attack surface. We aren’t just building another tool; we’re defining a category. We provide the autonomy to ship world-class technology and the resources to do it at a global scale. We have a rapidly growing customer base at UpGuard, but one thing has remained the same: our customers always come first! Our Success team is determined to help solve the needs and challenges that our customers face on a daily basis. We consistently think outside the box to find new ways to help our customers thrive throughout their journeys with UpGuard. We’re on the lookout for individuals who have a passion for helping others, fixing problems, and building long-lasting relationships with new customers. You will also have a commercial mindset to identify opportunities to expand our customer accounts and elevate the adoption of our products to new heights. Why are we hiring for this role? We're looking for a Senior Customer Education Specialist to take real ownership of how our customers learn to use UpGuard. That means building and maintaining the knowledge base, creating tutorials and guides, and making sure our documentation keeps pace with a product that moves fast. You will play a key role in driving product adoption and long-term loyalty by helping customers maximize their use of our products while reducing their reliance on direct support. You’ll be joining a small but mighty team focused on driving product adoption and empowering self-service. Together, we collaborate a
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