Instructional Designer Intern, Support Operations (Winter/Spring 2025)

Available Location(s): Austin, TX, US
About the Department
The Customer Support technical training team is responsible for onboarding all new hires, as well as upskilling existing team members. We excel in providing comprehensive technical enablement to individuals within the Customer Support department, whether they are just embarking on their journey with Cloudflare or are seasoned experts looking to develop their skills. We're committed to ensuring every member of our Customer Support team, regardless of their experience level, receives individualized and thorough training that equips them with the skills and knowledge required to excel in their roles and deliver exceptional Customer Support.
What You'll do
To support our growing business and expanding Support team, we are seeking an experienced Instructional Designer and eLearning developer.
In this role, you will be responsible for developing and maintaining online learning materials for our Customer Support department. You will apply established instructional design methods to create effective asynchronous and blended learning solutions, utilizing industry-standard e-learning tools such as Articulate Storyline, Rise, and Captivate.
Additionally, you need to support the administration and maintenance of the Customer Support online course catalog within the Customer Support section of the Cloudflare LMS.
Responsibilities

• Contribute to the development of engaging instructional materials for technical support professionals, applying foundational writing and instructional design principles.
• Acquire knowledge of Cloudflare products and assist in translating complex technical information into accessible learning content.
• Support the creation of a variety of instructional materials, including simulations, job aids, assessment questions, and graphics, to enrich the learning experience.
• Participate in the review and management of course content within the Learning Management System (LMS), ensuring materials are up to date and effective.
• Work with cross-functional teams across different time zones to foster collaboration and achieve project objectives.
• Adapt to evolving scripting templates and assist in streamlining eLearning production processes while maintaining quality.
• Stay informed about trends in Learning & Development to integrate new technologies and techniques into instructional practices.

Skills and Requirements

• Some experience or coursework in Instructional Design, adult learning theory, or a related field.
• Basic understanding of instructional design principles.
• Ability to simplify complex information into clear, structured content.
• Familiarity with eLearning authoring tools (e.g., Articulate Storyline, RISE, or similar).
• Basic skills in content development tools like Adobe Creative Suite and Microsoft/Google Suite.
• Willingness to learn about learning management systems (LMS) and how to enhance user experience.
• Education and/or experience in web design, networking, or other computer science related field(s).
• Must be able to work 40 hours a week.
• Must be able to commit to a 12 week program between January and April 2025.

Bonus Points

• Familiarity with Cloudflare's products would be very beneficial.
• Proficiency in web development would be preferred and a valuable asset.
• Knowledge of networks, servers, APIs, and databases would also be a significant advantage.