Technical Writing Intern at STIHL, assisting with documentation and process improvements. Gaining valuable industry experience and participating in professional development activities.
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Onsite Technical Writer, Knowledge Management – AI-Enabled Support Content
Posted yesterday
About the role
- Technical Writer improving support knowledge base at CrowdStrike, enhancing customer service efficiency. Creating high-quality documentation and utilizing AI tools for effective content management.
Responsibilities
- Knowledge authoring & KCS execution: Write concise, task-oriented support articles aligned with Knowledge-Centered Service (KCS) principles, ensuring content is accurate, current, and usable for both technical and non-technical audiences.
- Edit and refactor existing articles to improve clarity, structure, findability, and tone; enforce style guide standards and consistency.
- Proactively identify content gaps using support signals (case drivers, search terms, deflection data, release changes, and emerging trends), then create/refresh articles to reduce time-to-resolution.
- Partner with Support, Product, Engineering, and SMEs to capture technical details, validate steps, and ensure content reflects real-world customer scenarios.
- Drive knowledge governance: ownership, lifecycle reviews, versioning, deprecation, and taxonomy/tagging best practices.
- AI-enabled documentation & prompt management: Use AI tools responsibly to accelerate drafting, summarization, rewriting, and standardization—while maintaining human accountability for correctness, security, and customer impact. Build and maintain a prompt library (templates, system instructions, reusable patterns) for common KM workflows such as article creation, troubleshooting step extraction, release-note-to-KB conversion, and tone/format normalization. Establish lightweight quality controls for AI-assisted content (source verification, hallucination checks, citation/traceability to trusted references, and peer/SME review). Optimize content for AI retrieval experiences (e.g., chatbot/RAG readiness) by applying structured writing, chunking, metadata, and clear “source-of-truth” linking.
- Visual/graphic design for documentation: Create high-quality visuals that improve comprehension: annotated screenshots, diagrams, process flows, decision trees, and quick-reference graphics. Apply information design principles to make content scannable and accessible (layout, hierarchy, callouts, warnings, tables, and consistent iconography). Maintain visual standards and reusable templates to ensure documentation aligns with brand and UX best practices.
- Multimedia and training enablement: Learn and apply new media formats (short videos, walkthroughs, microlearning assets) to support onboarding and customer education. Collaborate on knowledge campaigns and enablement initiatives that drive adoption and engagement.
Requirements
- Proven experience as a technical writer creating customer-facing support content (knowledge base, support articles, release communications, or technical enablement).
- Working knowledge of KCS concepts and/or a strong understanding of support content best practices (case deflection, search optimization, article quality indexing).
- Demonstrated ability to translate complex technical workflows into clear, actionable steps with strong editorial discipline (clarity, grammar, tone, and consistency).
- Experience using content creation and publishing tools (e.g., knowledge platforms, documentation systems, collaboration/editing tools).
- AI working knowledge: practical experience using LLM-based tools for drafting and editing, plus an understanding of responsible use (verification, privacy, secure handling of sensitive data).
- Prompt management fundamentals: ability to write, test, iterate, and maintain reusable prompts; track what works; and document prompting standards for consistent outcomes.
- Strong visual communication skills with experience creating or directing documentation visuals (screenshots, diagrams, simple infographics).
- Strong problem-solving skills, comfort managing multiple priorities, and a bias toward action and continuous improvement.
- Passion for delivering exceptional customer experience and measurable support impact.
- Bonus Points: Experience with online communities and support platforms—especially Salesforce Knowledge and/or Gainsight.
- Familiarity with cybersecurity, cloud platforms, endpoints, identity, or networking concepts (or a strong ability to learn technical domains quickly).
- Experience with KB analytics (search terms, deflection rates, case correlation, content health metrics) and turning data into content strategy.
- Experience with multimedia tools and learning platforms (e.g., Camtasia, Docebo, LMS/video workflows).
- Comfort with structured content practices (taxonomies, metadata, controlled vocabularies) and content ops governance.
Benefits
- Market leader in compensation and equity awards
- Comprehensive physical and mental wellness programs
- Competitive vacation and holidays for recharge
- Paid parental and adoption leaves
- Professional development opportunities for all employees regardless of level or role
- Employee Networks, geographic neighborhood groups, and volunteer opportunities to build connections
- Vibrant office culture with world class amenities
- Great Place to Work Certified™ across the globe
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