Knowledgebase Technical Writer (m/f/n)
ESET · Bratislava, Slovakia · 3mo ago
Mid levelOn-siteSoftware Engineering
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
BratislavaAdditional locations
Time type
Full time