Manager Technical Writing

As a Knowledge Manager in the Solution Delivery department, your role will involve creating and managing the product knowledge base, FAQs, and AI-driven support content. Your contributions will directly impact the success of the AI agentic L1 support systems, aiming for up to 60% case resolution through automation and self-service. To excel in this position, you will need a combination of structured communication skills and a strategic knowledge leadership mindset. Key Responsibilities: - Create, structure, and maintain product documentation, FAQs, and process guides in a clear, concise, and user-friendly manner for the knowledge base & documentation. - Translate complex technical concepts into simple, customer-friendly explanations to ensure accessibility for both technical and non-technical users with technical writing excellence. - Fine-tune AI-driven responses and optimize Freshworks AI (Freddy AI) capabilities to enhance automated L1 resolution rates for AI Agent Enablement. - Define content standards, editorial style guides, and workflows to ensure accuracy, consistency, and version control for Content Governance. - Analyze recurring support queries, identify content gaps, and refine knowledge assets for better case deflection through Customer Query Analysis. - Collaborate closely with product managers, engineers, and customer support teams to ensure documentation reflects the latest updates. - Monitor knowledge base usage, AI agent success metrics, and customer self-service adoption for Performance Tracking. Qualifications Required: - 5-7 years of experience in knowledge management, technical writing, or product support documentation. - Proven ability to write, edit, and organize technical content for diverse audiences. - Strong working knowledge of Freshworks AI (Freddy AI, bots, automation) or similar AI-driven CX platforms. - Familiarity with information architecture, content structuring, and taxonomy design. - Analytical ability to derive insights from customer queries and translate them into clear, actionable documentation. - Excellent written and verbal communication with meticulous attention to detail. Preferred Qualifications: - Experience in technical writing tools (Confluence, Notion, or similar). - Exposure to agentic AI workflows and conversational AI content optimization. - Familiarity with multilingual documentation and global content delivery. - Background in SaaS, product-based, or technology-driven organizations.,