Technical Writer

We are looking for a Technical Writer to join our team !

What You Will Be Doing:

• Owning and maintaining the internal Support Wiki, customer-facing Knowledge Base, and AI agent documentation.

• Driving adoption and improving usage through analytics, content standards & governance.

• Partnering with Support Managers to identify knowledge gaps and prioritize documentation initiatives.

• Collaborating cross-functionally to ensure accurate, comprehensive product and service coverage.

• Guiding and supporting knowledge contributors (Support Agents) in creating high-quality documentation and visual assets (e.g., UML/BPMN).

• Conduct ongoing content audits and report on knowledge base health, usage metrics, and continuous improvements.

About You:

• Upper-intermediate (B2) or higher English with strong written and verbal communication skills.

• Strong knowledge of Atlassian tools, especially Confluence.

• Experience in documentation strategy, knowledge management and KB maintenance.

• Ability to structure and present complex information clearly for diverse audiences.

• Understanding of information design principles for clear, user-friendly documentation.

• Proactive, self-driven & comfortable collaborating with cross-functional teams to maintain documentation standards.

Would be a plus (but not required):

• Knowledge of Knowledge-Centered Service (KCS) principles.

• Experience in designing documentation workflows and establishing content lifecycle processes.

• Experience working in a fast-paced support or product environment.

• Experience working with technical documentation and solid technical literacy (Web platforms and services).

What We Offer:

• Remote-first, trust-based culture. Work from the place that works best for you. No mandatory office days, no attendance trackers. In some locations, we provide offices or coworking spaces, but the choice is yours.

• True flexibility. We do not fix you to a 9-to-5 schedule. You can adjust your working hours when needed, as long as your day stays productive and in sync with the team.

• Extra time off. Your birthday is a holiday here. Add to that 10 personal days each year, seven sick days without paperwork, and extra time to enjoy Christmas and New Year. Time to rest is part of the deal.

• Work that matters. Our mission is to build a digital world that is secure, accessible and inclusive for everyone. From fighting fraud to making online services easier and safer to use, your work will have a real impact on how people experience trust online.

• Compensation. We offer fair and transparent pay, benchmarked to the market.

• Truly global. We work across continents and time zones, with teammates and customers from all over the world. You will run campaigns that cross borders, cultures, and languages, and see your ideas land worldwide.

• Growth built in. Clear goals, open feedback and personal development plans. We support your progress with learning opportunities and by covering role-specific events, from design conferences to marketing forums.

• Team offsites. Sometimes just Slack is not enough. That is why we meet in person a few times a year. Trips are fully covered, so you can meet, collaborate, and recharge together.

• Getting you set up. We make sure you have access to the tools and hardware you need to do your work well.

• Friendly by design. Our logo is a dog for a reason. We keep things human, open and kind. We welcome individuality, quirks and different perspectives, because that is what makes our work smarter and more fun.