Job summary

As Technical Content Strategist, you will operate at the intersection of product evolution, regulatory change, and customer impact. Content teams are often the first to detect shifts in product functionality, compliance requirements, and operational processes. In this role, you will transform complex technical and regulatory information into clear, trusted guidance that enables technical support, operations, and customer-facing teams to work with confidence.

You will play a key role in shaping how knowledge flows across the organization — ensuring documentation is not only accurate, but scalable, testable, and optimized for AI-powered support and automation.

This is a highly collaborative role working across Product, Technical Support, Operations, Compliance, Training, and AI teams, with a strong focus on continuous improvement and global alignment.

What you will do

Be a First Responder to Change

• Identify, assess, and document evolving business and technical processes, acting as an early signal for product, regulatory, and industry changes.
• Partner cross-functionally to ensure documentation reflects current processes and system behaviors.
• Establish and maintain scalable documentation lifecycle practices — ensuring knowledge stays current, not static.

Validate, Test, and Strengthen Processes

• Test new and updated workflows in real-world scenarios to ensure accuracy, usability, and clarity.
• Facilitate collaborative reviews with Product, Support, Operations, and Compliance prior to publication.
• Support adoption through enablement materials, training sessions, and knowledge transfer initiatives.

Turn Complexity into Clarity

• Research and analyze operational challenges, translating them into structured, actionable documentation.
• Develop high-quality written and multimedia content for internal teams and, where applicable, external audiences.
• Design content frameworks optimized for discoverability, reuse, and AI-powered knowledge systems.

Improve How Knowledge Is Used (Not Just Written)

• Collaborate with leadership to improve knowledge base performance and documentation-driven workflows.
• Contribute to initiatives that promote knowledge sharing, process ownership, and continuous improvement.
• Champion documentation as a strategic asset that drives operational efficiency and customer trust.

Measure Impact and Optimize

• Monitor post-publication metrics (usage, engagement, resolution contribution, search trends) to guide content improvements.
• Ensure the knowledge base remains aligned with how teams actually operate.
• Support ongoing optimization of AI-powered support channels to ensure accuracy, performance, and user satisfaction.

What you will have

• Minimum 2+ years of experience in Technical Support, Technical Writing, or Content Strategy (tertiary qualifications advantageous).
• Minimum 2+ years of technical or professional writing experience (essential) (writing sample required)
• Strong experience documenting technical processes or SaaS products.
• Proficiency with Microsoft Office applications (Outlook, Word, Excel, SharePoint, PowerPoint).
• Ability to simplify complex systems and workflows.
• Experience with knowledge management systems (Confluence, Jira etc).
• Familiarity with API's, infrastructure concepts, or cybersecurity technologies is a plus
• Experience working in cross-functional technical environments.
• Self-starter with strong analytical and problem-solving skills.
• Excellent written and verbal communication skills.
• Views documentation as a strategic enabler, not a final task.
• Process-oriented mindset with attention to structure and scalability.
• Comfortable managing multiple projects in a fast-paced, evolving environment.
• Holds self and others accountable to high-quality standards.
• Strong research skills with the ability to validate and synthesize information efficiently.
• Energized by the intersection of content, process optimization, and AI innovation

Nice to have

• Familiarity with PKI, SSL/TLS, code signing, email security (S/MIME), DNS, SMTP, networking protocols, or related infrastructure technologies.
• Basic understanding of APIs and system integrations
• Familiarity with Windows Server, Apache/OpenSSL, Linux, or general server administration concepts.
• Certifications such as A+, Network+, Security+, or equivalent are advantageous.
• Experience supporting multilingual or localized content initiatives is a plus.

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