Technical Writer - Tech Support Documentation | Content development | 2-5y
Core
Creating and maintaining technical support documentation (FAQs, troubleshooting guides, SOPs) to empower support teams and customers to resolve product issues.
Role type
Technical Writer (Support Documentation)
Builds
Knowledge base articles, troubleshooting guides, and internal support procedures for a cloud security platform.
Domain
Cybersecurity / Cloud Security
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Technical writing, editing and proofreading, translating complex concepts, familiarity with OS/networking/cloud concepts, CMS/Knowledge Base platform management, project management
Preferred skills
Ticketing system experience (JIRA, ServiceNow, Salesforce), network/cloud security concepts, visual communication tools
Technologies
Zendesk Guide, Confluence, SharePoint, AWS, Azure, TCP/IP, DNS, SSL
Responsibilities
Write and edit customer-facing and internal technical support content; Develop and maintain internal procedural documentation; Organize and structure technical content within a CMS; Work closely with Technical Support Engineers and Product Managers to validate accuracy; Proactively identify documentation needs based on support trends; Track and analyze KPIs for documentation; Manage the full documentation lifecycle including reviews and updates
Seniority
Mid-level (2-5 years experience)
