Technical Writer & Communication Specialist Kuala Lumpur, Malaysia Technical Writer & Communica[...]

Description

Technical Writer & Communication Specialist

About Us :

At Sitecore, our mission is to simplify how brands reach, engage, and serve people by delivering intelligent, personalised digital experiences that connect the world. We empower the world’s most iconic brands to build lifelong relationships with their customers—seamlessly, smartly, and at scale.

As the leading provider of agentic digital experience software, Sitecore brings together content, commerce, and data into one composable platform that enables brands to deliver millions of meaningful, adaptive experiences every day. Trusted by global leaders such as American Express, Porsche, Starbucks, and L’Oréal, Sitecore helps brands transform engagement through experiences that are not only personalised but predictive and dynamic.

Our foundation is our people—a diverse, passionate, and collaborative global team spanning over 25 countries. We believe that every experience matters, and that belief starts with how we work together. Our values—empathy, accountability, clarity, and growth—guide how we lead, innovate, and connect. They are the behaviors that bring our mission and vision to life, every day, in every interaction.

As we continue to evolve, we are actively cultivating AI skills across our teams to unlock new levels of creativity, efficiency, and insight. From engineering to customer experience, AI capabilities are becoming integral to how we design, build, and deliver the next generation of digital experiences. Learn more at Sitecore.com

About the Role

Sitecore is looking for a Technical Writer to become a member of the Global Product Support Services team.

As a Technical Writer, you will be a member of the Product Support Services team which is responsible for assisting Sitecore’s software implementation partners and customers with best practices guidance, troubleshooting complex customizations, and reverse engineering.

Your contribution to the Product Support Services organization will consist of driving and creating external and internal documentation managed by the team with a goal of enhancing our team’s external customer interactions with useful, up-to-date, and targeted documentation, improving customer satisfaction, as well as increasing self-service and ticket deflection capabilities of our technical support systems. You will also act as a communications specialist, mentoring junior software engineers and helping them improve their written and spoken English. Sitecore will provide the necessary training on the Sitecore systems and used tools.

What You’ll Do :

• Write technical articles for Sitecore’s partners and customers, including known issues, how-to’s, targeted user and developer guides.
• Work with internal Sitecore bug and support issue tracking systems to discover technical scenarios and transform them into documentation that clearly describes the issue and appropriate resolutions.
• Maintain Sitecore’s Knowledge Base site from the content structure, content discoverability, and documentation style perspective.
• Analyze problematic product areas, technical support interactions, and consult with Software Engineers and Managers to determine topics that need to be documented and how they need to documented.
• Follow and contribute to Sitecore’s documentation style guidelines and writing standards.
• Edit, clarify, and proofread documents written by engineers.
• Coach software engineers to enhance their written and verbal communication skills.

What You’ll Need :

During the interview process, you will be asked to submit samples of writing.

Sitecore is proud to be an equal opportunity workplace. We are committed to equal employment opportunity without unlawful regard to race, color, ancestry, religion, gender, national origin, sexual orientation, age, citizenship, marital status, disability, veteran status or any other local legally protected characteristic.

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