Tyler Young Copywriter

Senior Product Documentation Specialist

Nucleus Security

May 2022 - Mar 2023 (11 months)

• Head of Documentation department. Responsible for all customer-facing documentation, including instructions for integrating with dozens of third-party services. • Maintained and improved the documentation website itself, built using Document360, including implementing custom JavaScript to add additional features. • Worked closely with product, marketing, and sales to support the definition and release of multiple features. • Created roadmap for Documentation department and spearheaded a plan to bring all documentation up to WCAG2AA accessibility standards.

Technical Writer

Fastly

Oct 2020 - Apr 2022 (1 year 7 months)

• Responsible for all customer-facing documentation related to security products, including web application and API protection, bot protection, edge-based WAF, and other cloud security features. • Maintained and improved multiple documentation websites built with Hugo and Jekyll on AWS and GCS, adhering to WCAG2AA accessibility standards. • Created training curriculum and instructed new team members in the use and troubleshooting of company security products.

Support Engineer

Signal Sciences

Feb 2018 - Oct 2020 (2 years 9 months)

• Head of Documentation department. Created and maintained all customer-facing documentation. • Defined roadmap for Documentation department. Lead initiatives to improve documentation and processes. • Managed and defined technical support for enterprise and SMB customers. • Maintained documentation website built with Hugo on AWS, including deploying structural improvements. • Created training curriculum and instructed new team members in the use and troubleshooting of products. • Owned company status page and was responsible for managing incidents and public messaging.

Customer Support Agent III

Media Temple

Jan 2014 - Jul 2017 (3 years 7 months)

• Maintained and updated knowledge base documentation across all products. • Wrote widely-adopted instructions and scripts for many common customer problems. • Diagnosed and resolved issues with LAMP servers, databases, website development, email. • Resolved thousands of customer tickets with a customer satisfaction rating of over 95%.

Tyler Young

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