Technical Content Specialist

Requirements

• Essential Functions
• 5+ years' experience in technical writing, editing, content development, customer education, knowledge management or a related field within a SaaS or technology environment.
• Demonstrated experience translating complex technical concepts into clear and effective customer-facing content.
• Demonstrated experience editing and improving content produced by other authors against defined standards.
• Experience managing and maintaining customer-facing knowledge bases and documentation platforms.
• Strong understanding of content governance, content lifecycle management and documentation best practices.
• Experience producing content that adheres to established brand and style standards.
• Excellent written communication, editing and proofreading skills.
• Experience utilising Digital Adoption Platforms including WalkMe or similar tools.
• Digital Adoption Platform Management
• Administer and optimise the company's Digital Adoption Platform (DAP).
• Design, build and maintain in-app guidance including walkthroughs, tooltips, checklists, onboarding flows and contextual help.
• Partner with Product and Customer Success to develop digital adoption experiences that improve onboarding, reduce customer effort and increase feature utilisation.
• AI & Knowledge Management
• Create structured, searchable and AI-ready content that supports knowledge bases, AI assistants and self-service support channels.
• Partner with internal teams to ensure documentation supports emerging AI-powered customer support and learning experiences.
• Monitor and continuously improve the AI-powered support tool accuracy and effectiveness.

Essential