Technical Writer

We are looking for a skilled and detail-oriented Technical Writer to join our team. In this role, you will be responsible for creating, updating, and maintaining comprehensive help center documentation for our Direct-to-Consumer content and media platform. You will work closely with Product Managers, Operators (both internal and external), Designers, and Engineers to produce clear, user-friendly guides that support both internal and external business users in navigating and utilizing the platform's primary content management system (CMS), Content Portal.

Key Responsibilities:

1. Content Creation:

• Develop and maintain help center documentation, including FAQs, tutorials, user guides, and troubleshooting articles for the Content Portal.
• Write transition-specific content that maps business processes between legacy content management systems and the Content Portal.
• Produce clear, concise, and effective instructional content for users ranging from beginners to advanced.

1. Collaboration with Cross-functional Teams:

• Work with Product Managers, Operators, Designers, and Engineers to ensure consistent terminology across the Content Portal and help center documentation.
• Participate in the product development lifecycle, staying updated on new features and enhancements to ensure accurate, timely documentation.
• Engage with internal and external business teams to address recurring user issues and improve documentation to meet user needs.

1. Content Maintenance & Updates:

• Regularly audit and update documentation to reflect the latest platform updates, bug fixes, and new features.
• Monitor user feedback and analytics to identify areas for improving clarity, usefulness, and user experience within the help center content.

1. User-Centric Approach:

• Organize and write help center content that is easy to navigate and effectively solves user problems.
• Simplify complex technical concepts into accessible language for non-technical users, while maintaining depth for more advanced users.

Qualifications:

• Proven experience as a technical writer, ideally in the digital streaming, software, or tech industry.
• Strong writing and editing skills, with the ability to adapt tone and style based on the audience.
• Experience writing documentation for both internal and external business users.
• Proficiency in documentation tools like Google Sites, Confluence, or similar help center platforms.
• Strong collaboration skills and the ability to work cross-functionally in a fast-paced environment.
• Detail-oriented with the ability to quickly grasp complex technical concepts and present them clearly.

Nice to Have:

• Experience with media preparation (e.g., mastering, conformance of video, audio, and timed text materials) for file-based fulfillment workflows.
• Experience with streaming-centric media processing workflows (file transport, transcoding/packaging, global asset distribution, etc.).
• 3-5 years of experience in technical writing, particularly in digital streaming or video file management.
• Relevant customer support experience is a plus, especially in content management and change management transitions.