Knowledgebase Technical Writer

Náplň práce, právomoci a zodpovednosti:
The Knowledgebase Technical Writer III is responsible for creating, editing, and reviewing content for the ESET support knowledgebase (support.eset.com), as well as developing internal and external support materials as needed.

To be successful in this role, the employee must possess a high-level understanding of all core ESET products from a user experience perspective, encompassing the entire lifecycle from acquisition to adoption.

This expertise enables the creation and review of technical documentation tailored to the primary ESET customer personas.

##Functional Responsibilities and Duties:##
- Create and edit knowledgebase content and deliverables from other teams to ensure high-quality English content that adheres to ESET and Knowledgebase standards, and serves also as the main source of knowledge for the AI support chatbot
- Ensure adherence to the ESET style guide, manage workload and tasks, and oversee content quality and standards
- Test and recommend improvements to internal systems, tools, and processes
- Research and promote new ideas for online self-service, technical support services, and product improvements
- Work with HQ participants and global partners and serve as the team expert point of contact, proactively revising/editing content, and report bugs, issues, and user experience reports to responsible teams (development, product management, etc.)
- Train and mentor less experienced colleagues
- Organize relevant internal and external input and information to classify new content correctly within the established
- Knowledgebase categorization hierarchy and recommend new or updated information architecture as necessary
- Collaborate with colleagues to ensure that technical content is discoverable, usable, and informative for the end-user

##Requirements:##
##Education:##
- Bachelor's or Master's degree (IT, Engineering, English, or related field)
- ESET certifications, or accredited professional/academic certification in a technical or related specialty is an advantage

##Experience:##
- 4 years of work experience in related field
- Knowledge and interest in cybersecurity is an advantage

##Knowledge:##
- Expert-level and measurable skills in English grammar and stylistics
- Experience in editing, proofreading, research, and technical interviewing
- A basic understanding of and interest in IT language (acronyms, expressions, abbreviations, and technical terminology)
- Proficiency in using image editing, screen capturing and recording software
- Intermediate proficiency in HTML
- Technical proficiency with multiple operating systems, including Windows
- Server/Desktop environments, cloud-hosted, Linux, macOS, and mobile OS (Android/iOS)
- Experience with setting up and using virtual environments for software testing
- Knowledge and experience with content versioning systems (SVN), RDP
- Knowledge and experience with Content or Knowledge Management systems (CMS, KMS) and help authoring tools
- Knowledge and experience with customer success principles such as KCS, topic-based authoring, information design, and other content authoring methodologies
- Knowledge and experience with content analytics/metrics tools and methodologies, and Knowledge Management methodologies

##Language:##
- English C1 level
- Slovak B2 level