Job Description
Role: Technical Writer III
Location: SF Bay Area
Job Description
This role is responsible for organizing, standardizing, and improving IT Support documentation for both internal and external use. The writer will create a scalable documentation model that supports human readers as well as AI agents, with the goal of establishing a repeatable standard for future documentation work.
Core responsibilities
- Organize and categorize IT Support knowledge into a clear, maintainable structure.
- Write and maintain team SOPs for internal and external audiences.
- Build a documentation framework that can serve as the model for future documentation across the team.
- Create standardized templates for procedures, troubleshooting guides, knowledge base articles, and operational documentation.
- Develop writing instructions and formatting rules that AI tools can follow to convert raw documentation into a consistent standard format.
- Partner with Codex and other AI tools to improve draft quality, while ensuring final output is clearer, more usable, and better written than AI-generated first drafts.
- Translate fragmented notes, legacy docs, and raw process information into polished, structured documentation ready for delivery to IT.
- Establish taxonomy, naming conventions, and content categories so knowledge is easy to find, maintain, and reuse.
- Initially focus on IT Support workflows, with the potential to expand the model to other teams later.
Key deliverables
- Team SOP library for IT Support
- Internal and external documentation standards
- Documentation templates for recurring content types
- AI writing instructions for rewriting raw documentation into standard format
- Knowledge categorization and information architecture for IT Support content
- A durable documentation model that can be used moving forward
Required capabilities
- Strong technical writing skills, especially for operational and support environments
- Ability to organize messy or incomplete information into a logical structure
- Experience writing for multiple audiences, including both technical and non-technical readers
- Ability to create documentation that works for both human consumption and agent/AI consumption
- Experience building templates, standards, and style guidance
- Comfort working with AI-assisted writing tools such as Codex
- Strong editing judgment and the ability to improve AI-generated drafts substantially
- Ability to classify, categorize, and document knowledge in a systematic way
Focus of the role
The immediate priority is IT Support. The end goal is not just better documents, but a repeatable system for documentation creation, organization, and rewriting that the team can use moving forward.