Technical Knowledge Specialist

Job Summary

Supporting the Customer Support organization in a fully remote capacity, the Technical Knowledge Enablement Specialist will create and maintain technical knowledge articles, troubleshooting guides, and training materials to enhance case handling quality and resolution efficiency.

Key responsibilities

• Create knowledge articles, troubleshooting guides, and training materials to support effective issue resolution
• Partner with Application Support SMEs to document product-specific troubleshooting steps and known issue patterns
• Analyze support cases and trends to identify knowledge gaps and prioritize content updates

Required qualifications

• Bachelor's degree in Technical Writing, Communications, Information Systems, or a related field, or equivalent experience
• 2+ years of experience in technical writing, support enablement, or a related role
• Strong ability to translate technical information into clear and actionable support content
• Familiarity with technical documentation formats and knowledge management systems
• Experience with KCS, ITIL, or related certifications is preferred