Technical Content Writer/Onboarding Specialist

Your Responsibilities

We’re seeking a Technical Content Writer who thrives in a detail-oriented environment and enables support teams and customers through clear, accurate documentation and training. You’ll create, edit, and maintain Knowledge Base Articles, internal guides, and publications; implement onboarding programs; coordinate delivery (classroom, video, e-learning); and manage documentation standards and compliance. You’ll ensure technical accuracy and audience-appropriate tone, respond to article feedback, and collaborate with SMEs to keep materials current across regions (Americas, APAC, EMEA).

This is a hands-on role with exposure to knowledge management, training delivery, and content analytics. You’ll analyze performance to improve low-performing content, surface best practices, and report on publication metrics and support portal traffic. The role offers growth in technical domains (e.g., VMware) and experience with CMS/KMS/LMS tools, while driving measurable impact on agent and customer productivity.

• Coordinates training for support department personnel, including but not limited to, classroom-style teaching, videos, or e-learning.
• Creates and maintains course content, manuals, or other training materials.
• Manage training documentation for the Support Department, including procedures, policies, and compliance standards.
• Edit and proofread check grammar, clarity, technical accuracy, terminology, formatting and consistency.
• Adapt technical depth, terminology, tone and structure for IT professionals, customers, or non-technical users.
• Test, review, and update Knowledge Base Articles from the Americas, APAC, and EMEA regions.
• Responds to comments added to Knowledge Base Articles.
• Manage and responds comments added to Knowledge Base Articles.
• Research and analyse low-performance KBA and how to improve them.
• Provides monthly report: KBAs published, unpublished, archived, discarded, top-performing articles, site traffic of support portal.
• Conduct product and software introductions, demonstrations, and training sessions for new employees.
• Review and update training materials, guides, presentations, and resources as needed.
• Other duties as assigned.