Technical Writer

As a Technical Writer , you will play a critical role in translating complex cybersecurity and cloud-security concepts into clear, accurate, and actionable documentation for customers, partners, and internal teams. Your work will directly improve product adoption, customer success, support efficiency, and overall trust in InstaSafe s security platform.

This role owns InstaSafe s public and internal documentation experience and continuously evolves it using best practices, data insights, and modern tooling.

• Take end-to-end ownership including content accuracy, structure, discoverability, versioning, and ongoing improvements aligned with product releases.
  

• Create, edit, and maintain high-quality technical documentation, including product guides, how-to articles, troubleshooting guides, FAQs, release notes, and known-issue documentation.
  

• Develop and manage internal documentation such as SOPs, support playbooks, escalation workflows, and operational runbooks for Support, Product, and Engineering teams.
  

• Collaborate closely with Product Managers, Engineers, QA, Technical Support, and Customer Success teams to gather information and ensure technical accuracy.
  

• Structure and organize content within documentation platforms or Knowledge Base systems to ensure high discoverability, usability, and consistency.
  

• Ensure all documentation adheres to InstaSafe s documentation standards, tone, style guides, and quality benchmarks.
  

• Proactively identify documentation gaps by analyzing support tickets, customer feedback, release changes, and internal requests.
  

• Manage the end-to-end documentation lifecycle, including versioning, periodic reviews, updates, and deprecation aligned with product evolution.
  

• Track and report documentation effectiveness using metrics such as SEO effectiveness, article usage, support case deflection, and time-to-resolution insights.
  

• Bachelor s degree in Computer Science, Engineering, Information Technology, or a related field (or equivalent practical experience).
  

• Minimum 3+ years of professional experience as a Technical Writer, preferably in a B2B SaaS, cybersecurity, cloud, or technical support environment.
  

• Strong ability to understand and document complex technical systems and workflows clearly and concisely.
  

• Working knowledge of cloud and networking concepts (e.g., TCP/IP, DNS, SSL/TLS, authentication, authorization).
  

• Familiarity with cybersecurity concepts such as Zero Trust, IAM, MFA, SSO, secure access, or SaaS security architectures.
  

• Familiarity with modern AI-powered tools for documentation, research, content improvement, and workflow automation (e.g., MKDocs, AI writing assistants, search augmentation, summarization, or documentation automation tools).
  

• Excellent written English, with strong editing, proofreading, and information-structuring skills.
  

• Ability to manage multiple documentation projects simultaneously in a fast-paced environment.
  

• Experience working with ticketing or service platforms (e.g., Zoho Desk, Gitlab,Zoho One tools).
  

• Exposure to API documentation, developer-facing content, or tools such as MKDocs, Postman, Git/GitHub, Markdown, or basic HTML.
  

• Experience creating diagrams, workflows, or visuals using tools like Lucidchart,Canva or similar.
  

• Prior experience in a cybersecurity, cloud security, or enterprise SaaS startup environment.