Technical writer

Job description

We are looking for a Technical Support Documentation Specialist to strengthen the support documentation for a business-critical SaaS platform used by customers worldwide.

You join the support organization, where product knowledge meets day-to-day support practice. Much of the knowledge needed to resolve platform issues currently lives in tickets, conversations and the heads of subject matter experts. Your job is to capture that knowledge and turn it into clear, structured and reusable documentation, so colleagues can resolve issues consistently and efficiently.

Responsibilities

• Create and maintain clear, structured support documentation for the platform.
• Review straightforward support tickets and document resolutions, workarounds and recurring issues.
• Convert knowledge from tickets, conversations and subject matter experts into reusable knowledge articles.
• Translate technical information into user-friendly documentation that support colleagues can apply directly.
• Identify gaps in the existing documentation and propose concrete improvements to close them.
• Support the standardization of knowledge article structures, templates and documentation formats.
• Improve the consistency, quality and usability of existing knowledge articles.
• Validate technical content with product subject matter experts before publication.
• Keep documentation up to date as solutions, workarounds and product behavior change.
• Use database queries (SQL) where needed to understand and verify the technical context of support issues.
• Gradually expand your product knowledge to take on more detailed and complex documentation.
• Contribute to broader knowledge-sharing initiatives within the support organization.

Requirements

Must-haves

• At least 3 years of proven experience in documentation, knowledge management, technical writing, or an IT or technical customer support environment.
• Demonstrable ability to translate technical information into clear, user-friendly documentation.
• Strong written communication skills in English.
• Basic understanding of SaaS, software applications or IT support concepts.
• Experience with database systems such as SQL.
• Experience documenting support issues, resolutions or known solutions in a structured way.
• Ability to quickly understand technical support content and new software products.
• Experience gathering and validating information with subject matter experts.
• Available for 32 to 40 hours per week and approximately 3 days per week on site.

Nice-to-haves

• Familiarity with knowledge base platforms or documentation tools.
• Experience standardizing documentation formats or knowledge article templates.
• Experience working with support ticketing environments.
• Experience in a technical service and support or operations center environment.
• Experience documenting B2B software products for an international user base.

Competencies

• Stakeholder management: you build effective working relationships with product experts and support colleagues.
• Strong written and verbal communication, with a talent for making complex topics simple.
• Analytical ability to see through technical issues and identify recurring patterns.
• Structured way of working, with attention to consistency and detail.
• Ownership of the quality and accuracy of the documentation you deliver.
• Proactive attitude in spotting knowledge gaps and proposing improvements.
• Curiosity and willingness to continuously learn a new product.
• Collaborative and iterative way of working, incorporating feedback quickly.
• User focus: you write for the colleague who needs the answer, not for yourself.