Technical Writer & Communication Specialist in Product Support Services

Description

About the job

Sitecore is looking for a Technical Writer to become a member of the Global Product Support Services team.

As a Technical Writer, you will be a member of the Product Support Services team which is responsible for assisting Sitecore’s software implementation partners and customers with best practices guidance, troubleshooting complex customizations, and reverse engineering.

Your contribution to the Product Support Services organization will consist of driving and creating external and internal documentation managed by the team with a goal of enhancing our team’s external customer interactions with useful, up-to-date, and targeted documentation, improving customer satisfaction, as well as increasing self-service and ticket deflection capabilities of our technical support systems. You will also act as a communications specialist, mentoring junior software engineers and helping them improve their written and spoken English. Sitecore will provide the necessary training on the Sitecore systems and used tools.

Position includes the following responsibilities:

• Write technical articles for Sitecore’s partners and customers, including known issues, how-to’s, targeted user and developer guides.
• Work with internal Sitecore bug and support issue tracking systems to discover technical scenarios and transform them into documentation that clearly describes the issue and appropriate resolutions.
• Maintain Sitecore’s Knowledge Base site from the content structure, content discoverability, and documentation style perspective.
• Analyse problematic product areas, technical support interactions, and consult with Software Engineers and Managers to determine topics that need to be documented and how they need to documented.
• Follow and contribute to Sitecore’s documentation style guidelines and writing standards.
• Edit, clarify, and proofread documents written by engineers.
• Coach software engineers to enhance their written and verbal communication skills.

Ideal candidates will have the following background:

• Experience of working on a similar position for 2+ years.
• Excellent English grammar and writing skills.
• Experience of creating, structuring, and proofreading technical documentation for software IT companies.
• Excellent communication skills including practical experience of collaborating with technical employees such as Developers or Software Engineers.
• Excellent knowledge of word processing tools.
• Passion about learning and documenting new technologies.
• Following areas are considered as strong assets:
• Practice with editing HTML markup.
• Basic understanding of programming or scripting languages such as C# or JavaScript.
• Experience working with web content management systems.

Candidates will be asked to submit samples of their writing.