Technical Writer, Tech Support

The Technical Writer will be responsible for creating, updating, and maintaining high-quality technical documentation that empowers the Technical Support team and customers to quickly and effectively resolve product issues. This role is crucial in translating complex technical information and support best practices into clear, concise, and user-friendly knowledge base articles, troubleshooting guides, and internal support procedures.

Must Have

• Write and edit customer-facing and internal technical support content (FAQ articles, troubleshooting guides, how-to tutorials, known issue workarounds)
• Develop and maintain internal procedural documentation for the Technical Support team (SOPs)
• Ensure all documentation adheres to established style guides, voice, and quality standards
• Organize and structure technical content within the Knowledge Base/Content Management System (CMS)
• Work closely with Technical Support Engineers, Product Engineers, Quality Assurance, and Product Managers to gather information and validate technical accuracy
• Proactively identify areas where documentation is needed based on support ticket trends, customer feedback, and internal team requests
• Gather feedback from the Technical Support team and customers to continuously improve content
• Track and analyze key performance indicators (KPIs) for documentation (e.g., article views, time-to-resolution, case deflection rate)
• Manage the full documentation lifecycle, including regular reviews and necessary updates
• Knowledge of Operating systems, networking concepts (TCP/IP, DNS, SSL) and cloud technologies like AWS, Azure
• Proven ability to translate complex technical concepts into clear, easy-to-understand content for various audiences
• Ability to quickly learn and understand complex software, hardware, or technical systems
• Meticulous editing and proofreading skills to ensure content is accurate and error-free
• Experience with documentation tools, Content Management Systems (CMS), and Knowledge Base platforms
• Ability to manage multiple documentation projects simultaneously and meet deadlines in a fast-paced environment
• Bachelor's degree in Computer Science or Engineering
• 3+ years of professional experience as a Technical Writer or Knowledge content creator
• Portfolio of work demonstrating clear and effective technical documentation samples

Good to Have

• Experience working with ticketing systems (e.g., JIRA Service Desk/Management(JSD/JSM), ServiceNow, Salesforce Service Cloud)
• Familiarity with Network/Cloud Security concepts
• Experience with visual communication tools for creating diagrams and screenshots

Perks & Benefits

• Retirement Plans
• Medical, Dental and Vision Coverage
• Paid Time Off
• Paid Parental Leave
• Support for Community Involvement
• Flexible work hours

About Skyhigh Security: Skyhigh Security is a dynamic, fast-paced, cloud company that is a leader in the security industry. Our mission is to protect the world’s data, and because of this, we live and breathe security. We value learning at our core, underpinned by openness and transparency. Since 2011, organizations have trusted us to provide them with a complete, market-leading security platform built on a modern cloud stack. Our industry-leading suite of products radically simplifies data security through easy-to-use, cloud-based, Zero Trust solutions that are managed in a single dashboard, powered by hundreds of employees across the world. With offices in Santa Clara, Aylesbury, Paderborn, Bengaluru, Sydney, Tokyo and more, our employees are the heart and soul of our company. Skyhigh Security Is more than a company; here, when you invest your career with us, we commit to investing in you. We embrace a hybrid work model, creating the flexibility and freedom you need from your work environment to reach your potential. From our employee recognition program, to our ‘Blast Talks' learning series, and team celebrations (we love to have fun!), we strive to be an interactive and engaging place where you can be your authentic self. We are on these too! Follow us on LinkedIn and Twitter@SkyhighSecurity. Role Overview: The Technical Writer will be responsible for creating, updating, and maintaining high-quality technical documentation that empowers our Technical Support team and our customers to quickly and effectively resolve product issues. This role is crucial in translating complex technical information and support best practices into clear, concise, and user-friendly knowledge base articles, troubleshooting guides, and internal support procedures. **Role Overview About the role: The Technical Writer will be responsible for creating, updating, and maintaining high-quality technical documentation that empowers our Technical Support team and our customers to quickly and effectively resolve product issues. This role is crucial in translating complex technical information and support best practices into clear, concise, and user-friendly knowledge base articles, troubleshooting guides, and internal support procedures. Key Responsibilities ---------------------------- * Write and edit customer-facing and internal technical support content, including FAQ articles, troubleshooting guides, how-to tutorials, and known issue workarounds. * Develop and maintain internal procedural documentation for the Technical Support team, such as escalation paths, diagnostic steps, and new feature support processes (SOPs). * Ensure all documentation adheres to established style guides, voice, and quality standards for clarity, accuracy, and consistency. * Organize and structure technical content within the Knowledge Base/Content Management System (CMS) to ensure high findability and usability for both internal agents and external customers. * Work closely with Technical Support Engineers, Product Engineers, Quality Assurance, and Product Managers to gather necessary information and validate technical accuracy. * Proactively identify areas where documentation is needed based on support ticket trends, customer feedback, and internal team requests. * Gather feedback from the Technical Support team and customers to continuously improve content, addressing clarity, completeness, and effectiveness. * Track and analyze key performance indicators (KPIs) for documentation (e.g., article views, time-to-resolution, case deflection rate) and use data to prioritize and optimize content. * Manage the full documentation lifecycle, including regular reviews and necessary updates to reflect product changes, new issues, and updated support processes. ### Skills * Knowledge of Operating systems, networking concepts (TCP/IP, DNS, SSL) and cloud technologies like AWS, Azure * Proven ability to translate complex technical concepts into clear, easy-to-understand content for various audiences (technical and non-technical). * Ability to quickly learn and understand complex software, hardware, or technical systems. Familiarity with technical support environments is a significant plus. * Meticulous editing and proofreading skills to ensure content is accurate and error-free. * Experience with documentation tools, Content Management Systems (CMS), and Knowledge Base platforms (e.g., Zendesk Guide, Confluence, SharePoint, etc.). * Ability to manage multiple documentation projects simultaneously and meet deadlines in a fast-paced environment. ### Qualifications * Bachelor's degree in Computer Science or Engineering.. * 3 + years of professional experience as a Technical Writer or Knowledge content creator preferably in a role supporting a Customer Support, Technical Support, or Customer Success team. * Portfolio of work demonstrating clear and effective technical documentation samples. Preferred Qualifications -------------------------------- * Experience working with ticketing systems (e.g., JIRA Service Desk/Management(JSD/JSM), ServiceNow, Salesforce Service Cloud). * Familiarity with Network/ Cloud Security concepts. * Experience with visual communication tools for creating diagrams and screenshots. Company Benefits and Perks:** We believe that the best solutions are developed by teams who embrace each other's unique experiences, skills, and abilities. We work hard to create a dynamic workforce where we encourage everyone to bring their authentic selves to work every day. We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees. * Retirement Plans * Medical, Dental and Vision Coverage * Paid Time Off * Paid Parental Leave * Support for Community Involvement We're serious about our commitment to a workplace where everyone can thrive and contribute to our industry-leading products and customer support, which is why we prohibit discrimination and harassment based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status. ### About Us Trellix is a global company redefining the future of cybersecurity and soulful work. The company’s comprehensive, open and native cybersecurity platform helps organizations confronted by today’s most advanced threats gain confidence in the protection and resilience of their operations. Trellix, along with an extensive partner ecosystem, accelerates technology innovation through artificial intelligence, automation, and analytics to empower over 50,000 business and government customers with responsibly architected security. More at https://trellix.com. Read More Trellix Privacy Notice © 2025 Workday, Inc. All rights reserved.