Product Adoption and Training Specialist

About Files.com

Files.com is an enterprise secure file transfer & automation app with over 4,000 paying business customers, including Target, Canonical, UPS, Leica, DirecTV, GoPro, Marriott, and more.

Files.com was bootstrapped by our founder and has been profitable since its founding in 2010. We raised $46.5 million of growth equity from Silicon Valley-based Riverwood Capital to accelerate our growth.

Location: Work From Your Home on a Remote-First Team at a Hybrid Remote Company

World Class Pay and Benefits

In-House Training: You have the technical skillset of an Implementation Engineer, Success Engineer/Architect, Sales Engineer or Senior Tech Support Engineer already. You are familiar with coordinating customer engagements to implement and configure SaaS technical solutions. We will take your finely honed technical skills and provide you with a combination of different training methods that will bring you up to speed on our processes, tools, and tech.

Big Company Benefits: You'll get full 🏥 Health/Dental/Vision Insurance coverage (plus 75% of Spouse/Family coverage too), 💰 401(k) with generous matching, 🎄 11 Company Holidays per year, and 🏖 20 PTO/Vacation days, plus we give employees off for Winter Break at the end of the year!

Company Macbook Pro and $1,000: We'll send you a company issued contemporary Macbook Pro as well as $1,000 sign-on bonus as a welcome to Files.com.

100% Remote Opportunity

The Files.com Customer Success team is 100% remote. However, we travel for regular in-person meetings with the team and the entire company to meet and work together face to face. These meetings are in cities around the US, including Scottsdale, Austin, Orlando, New Orleans, San Diego, Las Vegas, and New York City.

In-person events combine work and fun and are designed to make up for the in-person interaction that occurs in an office job.

As a Product Adoption and Training Specialist, you will create high-quality, public-facing technical documentation that enhances product understanding and drives usage. This role requires the ability to distill complex, deeply technical material into clear, engaging, and actionable content tailored for technical audiences. You will craft documentation that highlights new features, best practices, and compelling use cases.

Unlike traditional customer success roles, this position is focused on one-to-many training delivery rather than one-on-one interactions. Your goal is to empower our customers by equipping them with the knowledge and skills they need to fully utilize Files.com’s platform and features. You will work closely with internal teams to identify key topics and create training materials that support our customers’ technical needs and growth. These materials will include technical documentation, videos, e-learning.

Key Responsibilities:

• Develop, write, and maintain public-facing technical documentation, including user guides, feature overviews, best practices, and technical whitepapers.
• Collaborate with subject matter experts (SMEs) to synthesize deeply technical concepts into accessible and engaging content.
• Partner with the product and marketing teams to create content that promotes new features and encourages adoption.
• Research and implement best practices in technical documentation to ensure clarity, consistency, and usability.
• Identify gaps in existing documentation and proactively create new resources to address them.
• Develop content strategies for the release of new products or features, ensuring alignment with product roadmaps and user needs.
• Ensure documentation aligns with branding guidelines and effectively communicates value to target audiences.
• Occasional travel to industry events

Qualifications:

• Proven experience in technical writing, content development, or a related field, ideally with a focus on public-facing technical documentation.
• Exceptional written communication skills with the ability to tailor messaging to various audiences, from technical experts to end users.
• Strong ability to synthesize complex technical concepts and translate them into clear, concise, and actionable content.
• Experience collaborating with technical teams, such as engineers, developers, or product managers. ???
• Basic understanding of marketing principles and how to position content to drive engagement and product adoption. ???
• Strong organizational skills with the ability to manage multiple projects and deadlines effectively.
• Familiarity with best practices for structuring and designing user-friendly documentation.

Preferred Qualifications:

• Experience working in a technology-focused industry.
• Knowledge of infrastructure, systems administration, and/or cloud technologies.
• Background in content marketing or experience creating materials that promote product adoption.