Technical Writer & Communication Specialist in Product Support Services

Technical Writer & Communication Specialist in Product Support Services

Sitecore Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

About the Job

Sitecore is looking for a Technical Writer to become a member of the Global Product Support Services team. The role involves assisting Sitecore’s software implementation partners and customers with best‑practice guidance, troubleshooting complex customizations, and reverse engineering.

As a Technical Writer, you will drive the creation and maintenance of external and internal documentation to enhance customer interactions, improve satisfaction, and increase self‑service and ticket deflection. 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 tools.

Position Responsibilities

• Write technical articles for Sitecore’s partners and customers, including known issues, how‑to’s, and targeted user and developer guides.
• Work with internal Sitecore bug and support issue tracking systems to discover technical scenarios and transform them into clear, resolution‑focused documentation.
• Maintain Sitecore’s Knowledge Base site, focusing on content structure, discoverability, and documentation style.
• Analyze problematic product areas and customer support interactions, consulting with Software Engineers and Managers to determine documentation topics.
• 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.

Ideal Candidate Qualifications

Candidates will be asked to submit samples of their writing. For questions or to apply, please contact Sitecore hiring team.

#J-18808-Ljbffr