UpGuard

Senior Customer Education Specialist

Sydney, Australia

Full-Time

Remote

TLDR

Take ownership of customer education at UpGuard by enhancing the knowledge base and driving product adoption through engaging tutorials and comprehensive guides.

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 across a variety of approaches to achieve these goals. What will you do?

The heart of this role is the ownership and maintenance of our Knowledge Base (KB) articles. You will ensure that our written documentation remains the definitive, high-quality source of truth for all users.

Content Lifecycle Lead: Write, edit, and audit technical articles to ensure they are accurate, easy to navigate, and aligned with our brand voice.

Documentation Strategy: Organize and optimize the information architecture of the Help Center to ensure customers can find answers quickly and intuitively.

Proactive Maintenance: Partner with Product and Engineering to ensure documentation is updated in lockstep with new feature releases, ensuring zero knowledge lag.

Quality Assurance: Maintain a high bar for clarity and technical accuracy, ensuring all articles meet accessibility and style standards.

AI-Enhanced Documentation: Proactively explore and implement AI tools to streamline content creation, improve searchability within the KB, and maintain a high velocity of updates as the product evolves.

Supporting the Broader Education Ecosystem

Beyond the knowledge base, you’ll also contribute to:

Visual Guides & Video: Create high-quality video tutorials and short-form walkthroughs that complement written documentation.

Customer Resources: Develop comprehensive product guides, FAQs, and onboarding toolkits tailored to different customer personas.

Training Support: Support the wider team in creating webinar materials and slide decks, ensuring all training content matches the official documentation.

Engagement Tracking: Monitor content performance (e.g., article helpfulness scores, video views) and iterate based on customer feedback and support data.

What will you bring?

Knowledge Base & Content Mastery: A proven track record of owning a Knowledge Base as a primary product. You have experience managing the full content lifecycle - from drafting and technical validation to auditing and AI optimization.

Content Creation Expertise: Strong experience in developing engaging and user-friendly content such as step-by-step guides, video tutorials, webinars, and FAQs. You have a knack for simplifying complex information into clear, actionable resources.

Technical Expertise: Strong 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.

AI & Innovation Mindset: You are an early adopter of AI technologies and are excited to experiment with LLMs and AI-driven content tools. You can identify opportunities to leverage AI for drafting, translating, or optimizing educational assets while maintaining a high bar for human-verified accuracy.

Cross-Functional Coordination: Demonstrated success working cross-functionally with Product, Customer Success, and Support. You know how to proactively gather requirements for upcoming releases to ensure documentation is ready on day one.

Analytical Problem Solving: A data-driven approach to content. You use search analytics, support ticket trends, and article "helpfulness" scores to identify gaps, measure impact, and proactively iterate on the educational experience.

Project Management: Strong organizational skills with the ability to manage multiple initiatives simultaneously, prioritize tasks, and meet deadlines in a fast-paced environment.

Standardization & Scalability: A passion for building templates and repeatable processes. You create content and help build the frameworks that allow our education library to scale consistently as the product grows.

Customer-Centric Mindset: A passion for helping customers succeed and empowering them to find value through proactive, self-service education.

What will give you an edge?

Previous SaaS or Cybersecurity Background: Experience working in a SaaS environment or with cybersecurity solutions, with a strong understanding of how to educate technical audiences effectively.

Customer Insight Expertise: A deep understanding of gathering and leveraging customer feedback and support data to address customer challenges through educational content proactively.

Process Optimization: Experience building and implementing content governance frameworks to ensure materials are consistently updated, aligned, and scalable across global audiences.

AI Workflow Enablement: Experience translating AI-driven processes (e.g., data processing, model training, etc.) into accessible learning content.

What's in it for you?

Monthly Lifestyle subsidy: Use this for financial, physical, and mental well-being

WFH set-up allowance: To ensure you have the right environment to work in, we will help you get set up within your first 3 months at UpGuard

$1500 USD annual Learning & Development allowance: To support your career development, all team members will be able to expense development opportunities against this allowance

Annual leave: PTO plus two additional UpGuardian leave days to give you time to recharge your batteries.

18 weeks paid Parental Leave: Irrespective of parenting role

Personal Leave Allowance: This includes sick & carer’s leave

Fully remote working environment: While we have physical offices in Sydney & Hobart, we do not mandate compulsory attendance

Top-spec hardware: All team members will be provided with top-spec laptops for their role

Generative AI subsidy: UpGuard provides paid subscriptions for all team members to access generative AI tools to support their work.

UpGuard is a Certified Great Place to Work® in the US, Australia, UK and India, establishing its position as a leading global technology employer. 99% of team members agree that UpGuard is a great place to work, apply now to find out why!

As an Equal Employment Opportunity and Affirmative Action Employer, qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.

For applications to positions in the United States, please note, at this time we can only support hiring in the following US states: CA, MD, MA, IL, OR, WA, CO, TX, FL, PA, LA, MO, or DC.

Before starting work with us, you will need to undertake a national police history check and reference checks. Also please note that at this time, we cannot support candidates requiring visa sponsorship or relocation.

Benefits

Annual Learning & Development allowance

$1500 USD annual Learning & Development allowance: To support your career development, all team members will be able to expense development opportunities against this allowance

Fully remote working environment

Fully remote working environment: While we have physical offices in Sydney & Hobart, we do not mandate compulsory attendance.

Generative AI subsidy

Generative AI subsidy: UpGuard provides paid subscriptions for all team members to access generative AI tools to support their work.

Paid Parental Leave

18 weeks paid Parental Leave: Irrespective of parenting role

Paid Time Off

Annual leave: PTO plus two additional UpGuardian leave days to give you time to recharge your batteries.

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UpGuard

UpGuard builds a comprehensive cyber risk posture management platform designed specifically for security teams. Our solutions help organizations identify, assess, and remediate cybersecurity risks across their attack surface and vendor ecosystem. What sets us apart is our integration of real-time security ratings, threat intelligence, and advanced AI, providing a holistic view of vulnerabilities and risks.

Founded: Founded 2012
Employees: 11-50 employees
Industry: Diversified Consumer Services
Total raised: $27M raised

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