Márcio Florindo
Senior Technical Writer | AI-Assisted Documentation Operations | Developer Experience | Docs-as-Code
Core Areas
AI-Assisted Documentation Systems • Developer Experience • Docs-as-Code • Technical Content Operations • GitHub Workflows • CI/CD Environments • Information Architecture • Enterprise Networking • Cloud Infrastructure • Troubleshooting Systems • Support Analytics • Automation • Markdown/MDX • Git • Structured Content Systems
Key Achievements
- Reduced documentation research time from 2–3 days to ~60 minutes by designing reusable AI-assisted documentation workflows adopted across multiple teams.
- Delivered a 695-file cross-product documentation migration and rebrand in 3 days instead of a projected 2–3 weeks through AI-assisted operational tooling and automation.
- Designed an AI documentation toolkit of over 80 reusable components — slash commands, specialized agents, and shared knowledge modules — creating a layered system adopted across the team's documentation workflows and content operations.
- Owned enterprise networking and cloud infrastructure documentation strategy for multiple enterprise network and security products.
- Analyzed 753 support escalations representing 32% of the product area's support volume to identify recurring customer pain points and improve troubleshooting documentation strategy.
Professional Summary
I identify where complex products lose users to confusion and build the infrastructure to fix it at scale. At Cloudflare, that meant designing AI-assisted workflow systems adopted across multiple teams, analyzing 753 support escalations to redesign troubleshooting architecture from real data, and compressing a 695-file cross-product migration from weeks to three days through operational tooling built from scratch.
The work sits at the intersection of AI-assisted documentation tooling, systems design, and technical communication, with deep domain experience across enterprise networking, cloud security, and developer-facing platforms. Strong foundation in docs-as-code operations, GitHub workflows, CI/CD environments, and support-driven content strategy.
Writing is the output; the real work is designing the systems that produce and maintain knowledge — knowledge engineering, if you like, in service of clear documentation.
Professional Experience
Senior Technical Writer
Cloudflare
2021 – May 2026 (recently departed)
- Reduced documentation research time from 2–3 days to ~60 minutes and content scaffolding from 30 minutes to 5 minutes by designing reusable AI-assisted documentation workflows adopted across multiple teams.
- Delivered a 695-file cross-product documentation migration and rebrand in 3 days instead of a projected 2–3 weeks by building AI-assisted operational tooling and automating large-scale documentation updates.
- Improved troubleshooting documentation prioritization for enterprise networking products by analyzing recurring escalation patterns across support tickets and building structured customer pain-point analysis workflows.
- Analyzed 753 support cases representing 32% of the product area's support volume to identify primary customer pain points and redesign troubleshooting documentation using symptom-driven diagnostic workflows.
- Reduced customer and stakeholder decision friction by designing a connectivity reference architecture guide comparing 11 enterprise tunnel and connector deployment options.
- Improved documentation review visibility and triage efficiency by building an automated GitHub-to-Google Chat pull request reporting workflow.
- Reorganized and updated 400+ documentation pages to align with redesigned dashboard information architecture and improve product discoverability.
- Owned the full documentation lifecycle for enterprise network and security products, including technical research, stakeholder collaboration, publishing workflows, and long-term maintenance.
- Designed and built an AI documentation toolkit of over 80 reusable components — slash commands, specialized agents, and shared knowledge modules — and presented the system and its scalable content operations strategies to engineering and product leadership teams.
Communications Coordinator
Intercultura / AFS
Managed communications strategy, social media operations, and media relations initiatives for an international educational exchange organization.
Founder & Communications Coordinator
Quebrar o Silêncio NGO
Co-founded the first Portuguese NGO supporting male survivors of sexual violence and led communications, public awareness, and media relations initiatives.
Technology Journalist & Technical Writer
Exame Informática and other technology publications
Covered technology trends, developer tooling, emerging technologies, and complex technical subjects through long-form reporting, technical research, and industry interviews.
Skills & Technologies
Documentation & Developer Experience
- Technical Documentation
- API Documentation
- Docs-as-Code
- Developer Enablement
- Information Architecture
- User Journey Mapping
- Troubleshooting Systems
- Content Strategy
- Structured Content Design
AI & Automation
- AI-Assisted Documentation Systems
- Agentic Workflow Design
- Prompt Engineering
- Semantic Content Architecture
- Documentation Automation
- Support Analytics Pipelines
- Operational Tooling
Tools & Platforms
- Git
- GitHub
- GitLab
- Markdown
- MDX
- CI/CD Workflows
- Jira
- Amplitude
- OpenCode
- Windsurf
- Structured Content Systems
Domains
- Enterprise Networking
- Cloud Infrastructure
- Security Platforms
- Developer Tooling
- Customer Support Operations
Education
Bachelor’s in Social Communication (Journalism)
Escola Superior de Educação de Setúbal
Languages
- Portuguese: Native
- English: Fluent
Awards & Recognition
November 2025