Technical Writer Job at Skyhigh Security (Bangalore)

Technical Writer

Skyhigh Security

Location:
India , Bangalore

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

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.

Job Responsibility:

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
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
Track and analyze key performance indicators (KPIs) for documentation 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

Requirements:

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
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
Ability to quickly learn and understand complex software, hardware, or technical systems
Meticulous editing and proofreading skills
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

Nice to have:

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

What we offer:

Retirement Plans
Medical, Dental and Vision Coverage
Paid Time Off
Paid Parental Leave
Support for Community Involvement
Hybrid work model
Employee recognition program
'Blast Talks' learning series
Team celebrations

Additional Information:

Job Posted:
December 31, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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