Product Knowledge Curator

Job ID: 4132

Description

As a great writer with a technical background, you are a rare breed. Like dogs who don’t shed, or cats who aren’t filled with contempt for their owners. So you deserve to be around people who are just as multi-talented as you, right?

We get it. We’ve been there, too.

Maybe you’re a talented developer, but cranking out line after line of code just wasn’t the carpal tunnel-inducing thrill ride it used to be. Maybe you're a support agent who can't bear sending customers the support articles from your company’s knowledge base because your own written solutions are ten times simpler. So you turned to the pen; you traded programming for prose; you subbed computations for compositions... but are your technical skills still shiny, rust-free, and situated toward the top of your toolbox?

Technical writers, welcome home.

At Trilogy’s Knowledge Base, we support over 100 enterprise software products operating on a range of technology stacks, and we’re adding to that count every week. Our key to maintaining successful customer relationships while scaling at breakneck speed is simple—we treat knowledge as our most important asset. We make sure our repository of technical wisdom grows as rapidly as we do. It’s an exciting time for writers.

What you will be doing

  • Writing the troubleshooting articles that are the core of our global customer support organization. Each day, you will get to flex your technical skills and ability to communicate through writing.
  • Making continuous improvements to Knowledge Base (KB) articles to make them unique and complete. The product details in KB articles will simplify and exponentially improve the work of your customer support colleagues.
  • Writing training curricula and certification tests for customer support agents.

What you will NOT be doing

  • Writing technical specs, user manuals, or marketing materials. Our KB articles are not general overviews. We are specific and intentional in our customer support solutions.
  • Creating product material simply for the sake of having it. Each article you write will link to tangible business value. You will not spend your time writing useless articles.
  • Interfacing directly with customers. Instead, you will contribute to a comprehensive library that will guide our customer support operations.

Key Responsibilities

  • Creating and curating KB articles that solve our customers’ most important problems and result in 95% first contact resolution.

Candidate Requirements

  • Technical depth gained through experience in technical positions such as software development, DevOps, database administration or advanced (L3) support.
  • Ability to read and write basic code for debugging purposes and to understand a wide range of software products.
  • Ability to write clearly and concisely in English.

Nice to have

  • IT-related degree
  • Customer support experience

Meet the hiring manager

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