Technical Writer

Job Overview

Technical Writer (Support Content)4-Month Contract Global SaaS Company HybridWe're partnering with a global SaaS organisation that's looking for an experienced Technical Writer to join their Support Content team on an initial 4-month contract. This is an opportunity to shape the support experience for millions of users by creating clear, intuitive self service content across web and in app help channels. Working alongside Product Managers, Knowledge Managers and cross functional stakeholders, you'll simplify complex technical concepts into content that empowers customers to solve problems independently.

Responsibilities

• Own support content across key product areas, ensuring it remains accurate, scalable and customer focused.
• Create and maintain high quality self service content for web and in app support experiences.
• Translate complex technical workflows, policies and product changes into clear, concise guidance.
• Partner closely with Product, Engineering, Support and Knowledge Management teams to deliver content for new features and product launches.
• Develop reusable content patterns, templates and standards that improve consistency across the knowledge base.
• Analyse content performance and customer behaviour to identify opportunities to improve self service and reduce support contacts.
• Lead large scale content initiatives involving multiple stakeholders and competing priorities.
• Mentor other writers and contribute to best practice across the content function.

Qualifications

• 5+ years' experience in technical writing, support content, knowledge management or content design.
• Experience creating customer facing help centre, knowledge base or self service content.
• The ability to simplify complex technical information into clear, user friendly documentation.
• Experience partnering with Product, Engineering and cross functional teams throughout the product lifecycle.
• A strong understanding of content strategy, information architecture and structured content.
• A data informed approach, using insights and analytics to continuously improve content performance.
• Excellent stakeholder management skills and the confidence to influence decisions across multiple teams.
• Previous experience mentoring or supporting other writers is highly regarded.

Why Apply?

Join a recognised global SaaS business with a strong product culture. Work on meaningful customer experiences that have real impact. Collaborate with talented product, engineering and content professionals. High autonomy role with the opportunity to influence content strategy and best practice.

Contract

Initial 4 month contract with an immediate start.