Company Overview:
At FoodChain ID, we are driven by our vision to make it easier to keep the food supply chain safe and transparent. As a global leader in food safety, compliance, and product integrity solutions, we support more than 30,000 companies across 100+ countries with a comprehensive and integrated software platform that enables leading food manufacturers and retailers to manage compliance, risk, and access new markets and consumers efficiently as the New Food Economy continues to evolve.
Job Overview:
The Customer Engagement and Training Lead owns the Formulation for PLM product documentation, release notes, training materials, and training delivery for both customer and internal audiences. The role works closely with Product, Engineering, and the Services Implementation team, which handles customer-specific implementation training, so content and enablement keep pace with the product. This role is expected to use and ideally build AI agent skills that maintain documentation as features ship.
Key Responsibilities:
• Maintain and improve product documentation as features evolve, including building or refining agent skills that help keep it current.
• Write or review release notes for every release before they reach customers.
• Author training materials for workflows, including written guides, walkthroughs, and short-form video, for customer and internal audiences.
• Deliver customer training for onboarding, ongoing enablement, and adoption of new functionality.
• Deliver internal training for FCID employees, primarily consultants and engineering new hires.
• Provide baseline materials, templates, and content for the Services Implementation team to use in customer-specific training.
• Partner with Product and Engineering so documentation, release notes, and training ship alongside new features.
• Own the customer documentation portal as its primary author and editor.
• Use customer feedback and product usage signals to prioritize documentation and training improvements.
This job description is not intended to be all-inclusive. Employees may be asked to perform additional tasks as required, that may or may not be related to their primary duties.
Required Qualifications:
• Experience authoring and maintaining software product documentation, user guides, and training content.
• Experience delivering training, onsite or remote, to external customers and internal audiences.
• Strong written and oral communication skills in English, with a track record of clear, audience-appropriate writing.
• Comfortable using AI tools to draft, review, and maintain content.
• Ability to learn a software product deeply enough to teach it and document it accurately.
• Strong organizational skills, with the ability to juggle multiple deliverables across releases.
• Professional, customer-facing communication style, especially in training delivery.
• Proficiency in Microsoft 365 and standard content-authoring tools.
Preferred Qualifications:
• Background in Food Technology, food science, or food compliance industries.
• Experience writing or configuring agent skills (Claude, ChatGPT, or similar) for content maintenance.
• Familiarity with PLM, or related food-industry software.
• Experience producing short-form training videos.
Location: Remote
Job Type: Full Time – (CLT + benefits)
