Summary

The Knowledgebase Technical Writer II (m/f/n) 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.

Job description

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:

At least 2 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

Basic wage component (gross):from 2000 EUR

Performance bonus 2 times per year up to 10% of the basic salary paid for the evaluation period (usually 6 months)
The final basic wage component can be increased according to the unique individual skills and experiences of the selected candidate.

Benefits

Health & well-being

BenefitPlus
Healthcare (check-ups/annual programs)
Multisport card
Travel card "električenka"
Supplementary pension saving
Sick days

Family

Marriage allowance
Childbirth allowance
Parental contribution
ESET family events (Family day, St.Nicholas)

Office

Refreshments in the office (fruits, coffee, soft drinks)
Let´s get together breakfast
Activity room, quiet room
ESET events (Žranica, Christmas party..), teambuildings

Other

Loyalty allowance
Loyalty extra days off
Loyalty cake
Loyalty glass award
Refer a friend
Christmas presents
Discounts from external providers

Primary location

Bratislava

Additional locations

Time type

Full time

Knowledgebase Technical Writer (m/f/n)

ESET

Job Description

Health & well-being

Family

Office

Other

Signup To JobProMax Today! Apply To More Jobs And Unlock More Features

Job Details