Manager Technical Writing

2 weeks ago

Bengaluru, India N Human Resources & Management Systems Full time

This is a remote position. Designation:- Knowledge Manager Location: Bangalore/Mysore/Remote Job Type: Full-time Department: Solution Delivery About the Role We are looking for an experienced Knowledge Manager with strong technical writing skills to create and manage our product knowledge base, FAQs, and AI-driven support content. This role will directly contribute to the success of our AI agentic L1 support systems, enabling up to 60% case resolution through automation and self-service. The ideal candidate will combine the structured communication skills of a technical writer with the strategic mindset of a knowledge leader. Key Responsibilities 1. Knowledge Base & Documentation: Create, structure, and maintain product documentation, FAQs, and process guides in a clear, concise, and user-friendly manner. 2. Technical Writing Excellence: Translate complex technical concepts into simple, customer-friendly explanations, ensuring accessibility for both technical and non-technical users. 3. AI Agent Enablement: Fine-tune AI-driven responses and optimize Freshworks AI (Freddy AI) capabilities to improve automated L1 resolution rates. 4. Content Governance: Define content standards, editorial style guides, and workflows to ensure accuracy, consistency, and version control. 5. Customer Query Analysis: Analyze recurring support queries, identify content gaps, and refine knowledge assets for better case deflection. 6. Collaboration: Work closely with product managers, engineers, and customer support teams to ensure documentation reflects the latest updates. 7. Performance Tracking: Monitor knowledge base usage, AI agent success metrics, and customer self-service adoption. Requirements Required Qualifications 5–7 years of experience in knowledge management, technical writing, or product support documentation. Proven ability to write, edit, and organize technical content for diverse audiences. Strong working knowledge of Freshworks AI (Freddy AI, bots, automation) or similar AI-driven CX platforms. Familiarity with information architecture, content structuring, and taxonomy design. Analytical ability to derive insights from customer queries and translate them into clear, actionable documentation. Excellent written and verbal communication with meticulous attention to detail. Preferred Qualifications Experience in technical writing tools (Confluence, Notion, or similar). Exposure to agentic AI workflows and conversational AI content optimization. Familiarity with multilingual documentation and global content delivery. Background in SaaS, product-based, or technology-driven organizations.

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