Research, design, develop, and write business process and troubleshooting documentation for Tier2 support. Working with Content Lead and subject matter experts, identify areas of greatest documentation need; update existing documentation, identify and link to partner-authored materials, and write new documentation as required. Validate documentation accuracy and usefulness with subject matter experts, and publish documentation using internal tools. Recommend improvements to documentation organization and templates, to optimize usefulness.
In addition to proven technical and business-process writing experience, the ideal candidate has strong journalistic instincts, a background in Search technologies, and experience writing content for Support agents and Engineers.
Portfolio examples required.