XTN-1562765 | TECHNICAL WRITER

We’re looking for Technical Writer to join Zoom’s Knowledge Base team. The ideal candidate is an innovative individual who can create and manage content by stepping into the perspective of Zoom’s broad customer base and understanding how both new and experienced users can get the most out of Zoom. Alongside other internal teams, the technical writer will engage in the release process, developing pre-release and release documentation to share Zoom’s new features and enhancements as they become generally available. 

• Work from the comfort of your own home
• Comprehensive healthcare benefit for you and your dependents
• Mental wellbeing programs for you and your dependents
• Competitive time off and vacation policy
• Thriving workplace culture centered on caring, diversity, and inclusion

• Create high quality, end user educational, enablement, and troubleshooting documentation that is applicable to a variety of skill sets
• Leverage Zoom AI capabilities to build the initial draft of content, based on customer requests and feedback
• Identify gaps in content; suggest and write new articles to meet customers’ needs
• Track and manage content updates, identifying outdated content and prioritizing necessary updates
• Partner with content strategists to manage content for AEO, SEO, and GEO
• Draft and collaborate on pre-release and release notes for a fast-paced development environment
• Regularly review existing documentation and partner with other technical writers on feedback and changes
• Ensure consistency with style guide, article templates, and company terminology

• Minimum 1-3 years of creating user guides, online help systems, reference material, and other forms of user assistance content for technical audiences
• Fluent in English, and proficiency in multiple languages is a plus
• Must be able to work US hours (11:00PM - 8:00AM / 9:00 - 6:00 CST) or early morning shift to overlap US hours (5:00AM - 2:00PM PHST / 4:00PM - 1:00AM CST)
• Strong written communication skills, with a preference for experience writing end-user content
• Experience leveraging AI such as Zoom AI Companion, ChatGPT, or Google Gemini
• Ability to translate processes and technical information into clear, useful, simple language, i.e., through the “eyes of the user”
• Ability to resolve a wide range of issues in imaginative and practical ways
• Strong familiarity with customer content delivery for SaaS platforms, products and services
• Prior experience with Zoom or other industry-leading customer video collaboration platforms is an advantage
• Previous experience with knowledge/content management tools such as ServiceNow Knowledge Management or Zendesk Knowledge Management is highly desirable
• Ability to quickly adapt to a rapidly changing technology landscape
• Strong organizational and time management skills
• Must work well individually and in a team environment
• Bachelor’s degree or equivalent experience