Description
The Technical Writer owns the complete documentation lifecycle for a product-led support function, managing help guides, internal SOPs, wiki resources, and in-app communications. This role sits at the intersection of content strategy and AI-powered support, where documentation quality directly drives ticket deflection and customer self-service success. The Technical Writer collaborates cross-functionally with product, engineering, support and other teams to ensure accurate, customer-centric content across all touch points.

Key job responsibilities
- Create, maintain, and optimise customer-facing help guides that power an AI support bot, directly influencing ticket deflection rates and customer resolution metrics
- Develop comprehensive Standard Operating Procedures by partnering with support agents and cross-functional stakeholders, ensuring consistent tone and technical accuracy across all internal documentation
- Support product launches across the co...