Product Development
Ookla Speedtest Custom Help Content
I was responsible for helping create the help content for Ookla's Speedtest Custom product. We helped over 1200 ISPs and enterprise customers with their Speedtest Custom deployments.
- Published
- January 1, 2019
- Reading time
- 2 min
support.ookla.com was built using ZenDesk for our ticketing system and knowledge base. We used Atlasian Confluence for our internal documentation.
Overview
From 2017 to 2019, I worked on a small team of technical services engineers at Ookla. We were responsible for helping over 1200 ISPs and enterprise customers with their Speedtest Custom deployments. We helped them with everything from initial setup to troubleshooting and debugging. We also helped them with their customizations and integrations. It was this time that taught me the value of High Performance Browser Networking and the importance of understanding how the internet works.
As we helped transition our client base from the legacy Flash protocol to the latest HTML5 protocol, we realized that we needed to create a help guide to help our customers understand the new protocol and how to use it. I was responsible for creating the help guide and maintaining it as we added new features and functionality to the product.
The Help Guide
https://support.ookla.com was built using ZenDesk for our ticketing system and knowledge base. We used Atlasian Confluence for our internal documentation.
My experiences here led me discover the value of using Markdown for documentation. I also learned how to use Jekyll and GitHub Pages to create a static site for our help guide. I also learned how to use HTML5, CSS3, and JavaScript to create a custom help guide for our customers.
Tech Stack
Protocols
Browser APIs
Related work:
Technical Writing
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- September 1, 2021
- Reading time
- 4 min
To serve as a general writing sample, I thought about a tool that helps teams sync their notes across devices.
Product Development
Previous Example: NinjaTrader Help Guide- Published
- January 1, 2017
- Reading time
- 1 min
I was responsible for helping create the help content for NinjaTrader’s trading platform. We helped over 60,000 traders with their NinjaTrader deployments.