Challenge

Support engineers at Rapid7 lacked standardized technical information about new product features and launches, leading to inconsistent customer communications and lengthy onboarding times for support team members (a minimum of 2 weeks to get up to speed).

What I did

• Partnered with Support and Product Management teams to identify information gaps

• Analyzed existing documentation workflows and pain points

• Developed a comprehensive technical requirements template

• Established new processes for technical enablement

Impact

• Technical requirements template became company-wide standard for all product launches

• Enabled Support team to develop comprehensive technical enablement program adopted company-wide

• Reduced new engineer onboarding from 2 weeks to 3 days

• Improved consistency in customer communications

• Created company-wide standard for technical documentation

• Streamlined product releases and technical enablement