Technical Writer

Responsibilities:

• A successful Technical Writer will support Lightedge’s documentation and training ecosystem by:
Developing and maintaining documentation:
• Create and update process documentation, standard operating procedures (SOPs), runbooks, responsibilities matrices, RACI charts, service/process overviews, knowledge base articles, and customer-facing technical content as needed.
Documenting services and operations:
• Partner with Engineering, Operations, and Product to document Lightedge services and platforms, including provisioning steps, dependencies, SLAs, escalation paths, monitoring/maintenance expectations, and support workflows.
Supporting technical training development:
• Work with the Education Services team to produce content for technical training courses, job aids, onboarding materials, and learning assessments (including materials suitable for SCORM packaging and delivery through an LMS).
Owning documentation standards:
• Define and maintain style guides, formatting standards, versioning practices, and review workflows to ensure consistency, traceability, and quality across all documentation assets.
Collaborating with SMEs:
• Interview engineers, architects, operations staff, trainers, and support teams to extract accurate information and turn it into digestible written material, diagrams, and process flows.
Translating complexity for different audiences:
• Convert deep technical concepts into content tailored to the audience (e.g., NOC/SOC, support staff, implementation teams, partners, or customers) without sacrificing precision or correctness.
Managing documentation tools and repositories:
• Administer and improve documentation repositories (e.g., SharePoint, Confluence, ServiceNow Knowledge, LMS), ensuring content is searchable, logically organized, access-controlled, and aligned with Knowledge-Centered Service (KCS) practices where applicable.
Maintaining the documentation lifecycle:
• Track and coordinate updates tied to product and service changes, audits, compliance requirements, and operational adjustments; ensure documentation remains in sync with the official service catalog and training curriculum.
Ensuring accuracy and quality:
• Review and edit content created by technical teams for clarity, structure, flow, and adherence to established standards; coach contributors on effective documentation practices.
Contributing to cross-team initiatives:
• Assist Support, Product, and Marketing teams with technical content needs (such as diagrams, process flows, FAQs, and service descriptions), primarily to ensure technical accuracy and alignment with current services and operations.
Driving continuous improvement:
• Identify documentation gaps, duplications, and process pain points; propose and implement improvements that reduce tribal knowledge, shorten time-to-competency, and improve operational efficiency.

Experience:

• 3–5+ years of experience in Technical Writing, Documentation Management, or a related discipline within a technology-driven organization.
• Proven ability to write clearly for both technical and non-technical audiences, translating complex concepts into accessible documentation.
• Experience creating structured materials such as SOPs, runbooks, service/product guides, responsibilities matrices, RACIs, process documentation, training manuals, and knowledge base content.
• Ability to conduct SME interviews, research technical subjects, analyze diagrams or architectures, and validate accuracy through hands-on review when appropriate.
• Strong organizational skills with experience managing documentation repositories, version control, and structured content workflows.
• Strong written and verbal communication skills with excellent attention to detail, consistency, and clarity.
• Familiarity with cloud, networking, security, or data center technologies is strongly preferred.
• Experience with Microsoft 365; familiarity with tools such as Confluence, SharePoint, Visio or other diagramming tools, LMS platforms, and collaboration systems is a plus.
• Experience working with operations, support, NOC/SOC, or implementation teams and understanding their documentation and training needs.
• Ability to collaborate effectively across departments and manage multiple documentation projects simultaneously in a fast-paced environment.
• Experience with ServiceNow Knowledge Management, the KCS framework, and SCORM (including SCORM development or packaging experience) is highly beneficial.
• Proven ability to influence without formal authority—driving adherence to documentation standards and timelines across Engineering, Operations, and Support teams.
• Applicants must be authorized to work in the United States without the need for visa sponsorship now or in the future.