Technical Writer, Knowledge & Process

At Zscaler, our Customer Success Organization is a global, customer-focused team dedicated to delivering high-impact experiences and identifying solutions. We use valuable data and research to provide expert, hands-on support starting from the implementation phase and beyond, ensuring customers achieve their goals and use our technology to its fullest potential. Together, we create a customer-centric culture that fosters success, adoption, and growth.

We are hiring an experienced Technical Writer, Knowledge & Process to join our Customer Success Operations team. You will author and maintain processes and technical documents including knowledge articles, collaborate with the product documentation team, and help drive Zscaler’s community and digital footprint. This is a remote position within the United States. Reporting to the Director of Support Digital Services you will:

• Develop, organize, write and edit technical, business, and operational procedures and manuals, knowledge articles, runbooks, etc. while collaborating with other writers, business stakeholders, technical engineers, etc. to collect requirements and follow standardized content process methodologies. 
• Design and standardized processes flows and governance for internal and external content management and maintenance across multiple platforms and media types.
• Collaborate with other writers to develop and maintain the continuity of style of all content, process management methodology, and digital services.
• Develop templates, styles, formats, layouts, standards for documentation curation, updates, and maintenance.

What We’re Looking for (Minimum Qualifications) 

• U.S. citizenship due to the nature of the customers assigned to this role.
• A minimum of 8 years of experience in technical writing, process content, and digital content creation.
• Strong understanding of technical and business processes related to support delivery, technical documentation, community management, and digital services.
• Proven experience with knowledge management systems, content platforms, process methodologies, change management, and governance structures.
• Proficiency in tools such as Asana, Jira, Confluence, Google Workspace, Salesforce (SFDC), KCS repositories, and wikis.

What Will Make You Stand Out (Preferred Qualifications)

• Demonstrated ability to quickly learn and comprehend complex subject matter.
• Exceptional written and verbal communication skills, with meticulous attention to detail.
• Experience collaborating with engineers, leaders, and operations teams to enhance user experiences, refine content, and develop visuals, diagrams, digital content, videos, and platform materials.

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