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 ac...