Job Description

The Technical Content Specialist is responsible for creating, maintaining and optimising customer-facing content and digital adoption experiences that help customers successfully use and gain value from our SaaS products.

Working closely with Product, Customer Success, Support and Engineering teams, this role transforms complex product functionality into clear, engaging and easy-to-understand documentation, knowledge base articles, learning resources, release communications and in-application guidance. The role ensures customers can easily find answers, complete key workflows and confidently adopt product features through self-service channels.

The Specialist also produces and supports materials that underpin formal training and customer education, ensuring product content and training content remain consistent, accurate and mutually reinforcing. All output is expected to meet HSI brand standards and align to both customer experience and training objectives.

The Specialist will lead the administration and continuous improvement of the company's Digital Adoption Platform (DAP), designing guided walkthroughs, tooltips, onboarding experiences and contextual support that drive user engagement and feature adoption. A key component of the role is creating structured, high-quality content that is optimised for both customer self-service and AI-powered support experiences, ensuring information is discoverable, accurate and easily consumed by search, knowledge management and AI systems.

Success in this role will be measured by content quality, customer adoption outcomes, self-service effectiveness, product engagement and the overall customer experience.

Requirements

Essential Functions

• 5+ years' experience in technical writing, editing, content development, customer education, knowledge management or a related field within a SaaS or technology environment.

• Demonstrated experience translating complex technical concepts into clear and effective customer-facing content.

• Demonstrated experience editing and improving content produced by other authors against defined standards.

• Experience managing and maintaining customer-facing knowledge bases and documentation platforms.

• Strong understanding of content governance, content lifecycle management and documentation best practices.

• Experience producing content that adheres to established brand and style standards.

• Excellent written communication, editing and proofreading skills.

• Experience utilising Digital Adoption Platforms including WalkMe or similar tools.

Digital Adoption Platform Management

• Administer and optimise the company's Digital Adoption Platform (DAP).

• Design, build and maintain in-app guidance including walkthroughs, tooltips, checklists, onboarding flows and contextual help.

• Partner with Product and Customer Success to develop digital adoption experiences that improve onboarding, reduce customer effort and increase feature utilisation.

AI & Knowledge Management

• Create structured, searchable and AI-ready content that supports knowledge bases, AI assistants and self-service support channels.

• Partner with internal teams to ensure documentation supports emerging AI-powered customer support and learning experiences.

• Monitor and continuously improve the AI-powered support tool accuracy and effectiveness.

Essential

• 5+ years' experience in technical writing, editing, content development, customer education, knowledge management or a related field within a SaaS or technology environment.

• Demonstrated experience translating complex technical concepts into clear and effective customer-facing content.

• Demonstrated experience editing and improving content produced by other authors against defined standards.

• Experience managing and maintaining customer-facing knowledge bases and documentation platforms.

• Strong understanding of content governance, content lifecycle management and documentation best practices.

• Experience producing content that adheres to established brand and style standards.

• Excellent written communication, editing and proofreading skills.

• Experience utilising Digital Adoption Platforms including WalkMe or similar tools.

Preferred

• Degree in Communications, Technical Communication, Information Management or a related discipline, or an equivalent combination of education and relevant experience.

• Experience creating AI-ready content for chatbots, AI assistants, semantic search or self-service support environments.

• Experience developing or supporting formal training content, courseware or e-learning materials.

• Experience with knowledge management platforms such as Zendesk, Confluence, Intercom, SharePoint, Salesforce Knowledge or similar.

• Familiarity with SaaS product development methodologies and Agile environments.

• Experience using analytics and reporting tools to measure content performance and adoption outcomes.

Benefits

• Access to a confidential and free EAP Service (Employee Assistance Program)
• Birthday Bonus Day – A day of paid leave for your birthday!
• Access to FlareHR Employee Benefits & Discounts, including Novated Leasing
• Tuition Reimbursement – We are constantly looking to foster development and growth which is why we support eligible employees with education expenses.
• Volunteer Leave – We believe in giving back and supporting activities that serve the community which is why our employee’s are entitled to 16 hours of volunteer leave per year to support causes that align with our mission ‘Connection Workplace Safety, Compliance and Employee Development’
• Free Skin Checks & Flu Vaccines
• A flexible and hybrid working environment - with free Coffee and Snacks in the office!
• Office Lunch provided monthly
• A collaborative and supportive team-based environment