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Technical Writer, Tech Support

Technical Writer, Tech Support

Trellix

3 - 8 years

3 - 7 Lacs

bengaluru

Posted:2 days ago| Platform:

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Skills Required

ticketing confluence cloud security dns operating systems content creator service cloud cloud technologies salesforce zendesk technical support customer feedback quality assurance proofreading diagnostic aws jira azure

Work Mode

Work from Office

Job Type

Full Time

Job Description

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 worlds data, and because of this, we live and breathe security. We value learning at our core, underpinned by openness and transparency.

We are on these too! Follow us on and Twitter .

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:

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.

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Technical Writer, Tech Support