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Nathan Atkinson

Support Enablement Specialist | Knowledge & Support AI Operations

Scaling self-service support and agent readiness through strategic content management, custom tooling, and automated workflows.

nathan.atkinson22@gmail.com | +1 801-971-3084 | nathanatkinson.me | linkedin.com/in/nathanatkinson01

Professional Summary

Dynamic Support Enablement and Knowledge Operations professional with 8+ years of experience in the B2B SaaS industry. Proven track record of translating complex product releases into high-impact documentation, building and maintaining custom tools and widgets, and building automated workflows. Expert at aligning support content with rapid product lifecycles and utilizing AI-assisted workflows to accelerate team onboarding and product mastery.

Technical Skills

  • Support Enablement: Documentation Lifecycle Management, Quick-Reference Guides, Technical Writing, Video Content Production, Content Governance
  • AI & Automation Tools: AI-Assisted Content Development, OpenAI/Gemini Tools, GitHub Copilot, Zapier, AI Chatbot Administration, Claude Code and Cowork
  • Web Technologies: HTML, CSS, JavaScript, React, TypeScript, APIs, Python scripting
  • Data & Process Optimization: Support Deflection, Knowledge Gap Analysis, Ticket Trend Mapping, Workflow Automation, Systems Integration
  • Software & Platforms: ScreenSteps (KMS), Jira, Confluence, Notion, ClickUp, Higher Logic Vanilla (CMS), Google Workspace, VS Code, GitHub, Vercel, Supabase, Next.js

Experience

Support AI Administrator at Instructure, Inc.
March 2026 – Present | Remote (Salt Lake City, UT)

  • Lead the strategy and deployment of AI-powered support solutions, including chatbots and automated workflows, to drive operational efficiency
  • Managed AI chatbots and automations to improve support deflection, saving 1,125+ hours of manual support monthly while maintaining a 45+ CSAT score

Sr. Community Manager - Operations & Knowledge Strategy at Instructure, Inc.
Jan. 2022 – February 2026 | Remote (Salt Lake City, UT)

  • Owned the self-service knowledge, content enablement strategy, and custom site development for a global platform serving 30M page views across diverse user personas.
  • Managed the content lifecycle and governance for 4,000+ support assets, ensuring materials remained accurate and simple to navigate as the product scaled.
  • Architected a custom documentation publishing tool that reduced content deployment time by 80%.
  • Partnered cross-functionally with Product and Support Engineering to build custom pages, tools, and widgets that enabled faster self-service support, product feedback workflows, and community management.
  • Analyzed community interaction trends and search data to pinpoint critical knowledge gaps, turning insights into targeted support content.
  • Built automated internal workflows using Zapier, APIs, and custom applications to streamline issue tracking and accelerate time-to-resolution for support agents.

Documentation Specialist at Instructure, Inc.
Sept. 2017 – Jan. 2022 | Hybrid (Salt Lake City, UT)

  • Managed product knowledge base serving 30M global Canvas users in B2B SaaS education technology
  • Maintained 4,000+ technical articles and 100+ video tutorials, ensuring content aligned with product updates and user workflows
  • Spearheaded a comprehensive video learning strategy, optimizing editing and production workflows to slash asset creation time from 9 hours to 1.5 hours per video (an 80% efficiency gain).
  • Collaborated with Product Support and Engineering to document new features and create enablement content for diverse user personas (from technical admins to first-time educators)
  • Reduced support ticket volume through strategic content improvements and self-service resource optimization

Help Desk Technician at Security National Mortgage Company
May 2013 – Sept. 2017 | Salt Lake City, UT

  • Provided software and hardware support for over 1500 nationwide employees
  • Created and managed knowledge base with 50+ technical documents to reduce help desk call volume and enable faster training for new agents

Education

Bachelor of Arts in English from Utah Valley University
Focus: Technical Writing, Creative Non-Fiction, Literature (3.8 GPA)