Technical Writer 3

Makati City, Philippines Offic, Makati City, Philippines Office, PH, 1225


Sophos Overview – Cybersecurity Evolved 
Sophos is a worldwide leader in next-generation cybersecurity, protecting more than 500,000 organizations and millions of consumers in more than 150 countries from today’s most advanced cyberthreats. Powered by threat intelligence, AI and machine learning from SophosLabs and SophosAI, Sophos delivers a broad portfolio of advanced products and services to secure users, networks and endpoints against ransomware, malware, exploits, phishing and the wide range of other cyberattacks. Sophos provides a single integrated cloud-based management console, Sophos Central – the centerpiece of an adaptive cybersecurity ecosystem that features a centralized data lake that leverages a rich set of open APIs available to customers, partners, developers, and other cybersecurity vendors. Sophos sells its products and services through reseller partners and managed service providers (MSPs) worldwide. Sophos is headquartered in Oxford, U.K. More information is available at www.sophos.com.



Job Purpose

As an integral team member of the Sophos Support organization, the Technical Writer owns and is accountable for creating, planning, writing, editing, and maintaining Sophos knowledge base articles (KBA). 

You will work closely with subject matter experts from Technical Support, Product Management, Engineering, QA, Technical Writing Team Lead, and the rest of the team members to generate content for our customers to have the latest information to resolve their questions or issues.

Main Duties
•    Responsible even under minimal supervision, creating, planning, writing, editing, and maintaining KBAs.
•    Majority of the time is spent in editorial reviews from multiple authors, ensuring conformity to our standards.
•    Research products through engineering documentation, personal interviews, and hands-on experience. 
•    Work with the Team Leader and the rest of the Technical Writers to determine further improvements to the team.
•    Determine, analyze and communicate top call drivers to product management and be the voice of the customer.
•    Analyze existing and potential content, focusing on reuse and single-sourcing opportunities.
•    Schedules, leads, and facilitates document reviews.
•    Tracks and reports progress using our tools and communicates concerns to the Team Leader and the rest of the team.
•    Performs work within the company and regulatory guidelines.

Skills & Experience

•    At least 3 years’ experience in a technical writing role.
•    At least 2 years’ experience in a technical support role with a software company is a plus but not essential.
•    Technical knowledge and understanding of IT Security concepts, including antivirus, networking, data protection, cloud, firewalls, disaster recovery, malware, and encryption technologies 
•    Curiosity and passion for learning new technologies
•    Able to prioritize tasks and multi-task
•    Strong attention to detail
•    Expertise in MS Office products, including Excel, Word, and PowerPoint.
•    Experience with desktop and web content publishing software (Salesforce, Confluence, Visio, Adobe InDesign, Adobe Illustrator, Snagit), single-source publication development, video software or digital adoption platform knowledge is a plus.
•    Exceptional written and verbal communication skills in English.
•    Ability to deliver high-quality documentation.
•    Able to work independently, adapt quickly to shifting priorities, prioritize tasks, and ensure high quality in a dynamic environment.
•    Able to cross-functionally lead and influence others.
•    Search Engine Optimization knowledge is a plus but not essential.



Equal Opportunities
Sophos is committed to equality opportunity in all areas of its work. All qualified applicants will be treated in a fair and equal manner and in accordance with the law regardless of gender, marital status, race, religion, colour, age, disability or sexual orientation.
If you choose to explore this opportunity, and subsequently share your CV or other personal details with Sophos, these details will be held by Sophos for 12 months in accordance with our Privacy Policy and used by our recruitment team to contact you regarding this or other relevant opportunities at Sophos.  If you would like Sophos to delete or update your details at any time, please follow the steps set out in the Privacy Policy describing your individual rights.  If you have any questions about Sophos’ data protection practices, please contact dataprotection@sophos.com.




At Sophos, we want every organization to be protected by innovative, next-generation IT security, even those who don't have a huge IT staff. We protect organizations of all sizes, all around the world by making enterprise-grade security that is simple to deploy, manage, and use. It is our passion, and something we are truly proud of.

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