About Zscaler
Serving thousands of enterprise customers around the world including 40% of Fortune 500 companies, Zscaler (NASDAQ: ZS) was founded in 2007 with a mission to make the cloud a safe place to do business and a more enjoyable experience for enterprise users. As the operator of the world’s largest security cloud, Zscaler accelerates digital transformation so enterprises can be more agile, efficient, resilient, and secure. The pioneering, AI-powered Zscaler Zero Trust Exchange™ platform protects thousands of enterprise customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location.
Named a Best Workplace in Technology by Fortune and others, Zscaler fosters an inclusive and supportive culture that is home to some of the brightest minds in the industry. If you thrive in an environment that is fast-paced and collaborative, and you are passionate about building and innovating for the greater good, come make your next move with Zscaler.
At Zscaler, our Customer Success Organization is a global, customer-focused team dedicated to delivering high-impact experiences and identifying solutions. We use valuable data and research to provide expert, hands-on support starting from the implementation phase and beyond, ensuring customers achieve their goals and use our technology to its fullest potential. Together, we create a customer-centric culture that fosters success, adoption, and growth.
We are hiring an experienced Technical Writer, Knowledge & Process to join our Customer Success Operations team. You will author and maintain processes and technical documents including knowledge articles, collaborate with the product documentation team, and help drive Zscaler’s community and digital footprint. This is a remote position within the United States. Reporting to the Director of Support Digital Services you will:
- Develop, organize, write and edit technical, business, and operational procedures and manuals, knowledge articles, runbooks, etc. while collaborating with other writers, business stakeholders, technical engineers, etc. to collect requirements and follow standardized content process methodologies.
- Design and standardized processes flows and governance for internal and external content management and maintenance across multiple platforms and media types.
- Collaborate with other writers to develop and maintain the continuity of style of all content, process management methodology, and digital services.
- Develop templates, styles, formats, layouts, standards for documentation curation, updates, and maintenance.
What We’re Looking for (Minimum Qualifications)
- U.S. citizenship due to the nature of the customers assigned to this role.
- A minimum of 8 years of experience in technical writing, process content, and digital content creation.
- Strong understanding of technical and business processes related to support delivery, technical documentation, community management, and digital services.
- Proven experience with knowledge management systems, content platforms, process methodologies, change management, and governance structures.
- Proficiency in tools such as Asana, Jira, Confluence, Google Workspace, Salesforce (SFDC), KCS repositories, and wikis.
What Will Make You Stand Out (Preferred Qualifications)
- Demonstrated ability to quickly learn and comprehend complex subject matter.
- Exceptional written and verbal communication skills, with meticulous attention to detail.
- Experience collaborating with engineers, leaders, and operations teams to enhance user experiences, refine content, and develop visuals, diagrams, digital content, videos, and platform materials.
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Zscaler’s salary ranges are benchmarked and are determined by role and level. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations and could be higher or lower based on a multitude of factors, including job-related skills, experience, and relevant education or training.
The base salary range listed for this full-time position excludes commission/ bonus/ equity (if applicable) + benefits.
At Zscaler, we believe that diversity drives innovation, productivity, and success. We are looking for individuals from all backgrounds and identities to join our team and contribute to our mission to make doing business seamless and secure. We are guided by these principles as we create a representative and impactful team, and a culture where everyone belongs. For more information on our commitments to Diversity, Equity, Inclusion, and Belonging, visit the Corporate Responsibility page of our website.
Our Benefits program is one of the most important ways we support our employees. Zscaler proudly offers comprehensive and inclusive benefits to meet the diverse needs of our employees and their families throughout their life stages, including:
- Various health plans
- Time off plans for vacation and sick time
- Parental leave options
- Retirement options
- Education reimbursement
- In-office perks, and more!
By applying for this role, you adhere to applicable laws, regulations, and Zscaler policies, including those related to security and privacy standards and guidelines.
Zscaler is proud to be an equal opportunity and affirmative action employer. We celebrate diversity and are committed to creating an inclusive environment for all of our employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy or related medical conditions), age, national origin, sexual orientation, gender identity or expression, genetic information, disability status, protected veteran status or any other characteristics protected by federal, state, or local laws.
See more information by clicking on the Know Your Rights: Workplace Discrimination is Illegal link.
Pay Transparency
Zscaler complies with all applicable federal, state, and local pay transparency rules. For additional information about the federal requirements, click here.
Zscaler is committed to providing reasonable support (called accommodations or adjustments) in our recruiting processes for candidates who are differently abled, have long term conditions, mental health conditions or sincerely held religious beliefs, or who are neurodivergent or require pregnancy-related support.
