Technical Writer

Makati City, National Capital Region (NCR), PH, 1225

Technical Support

Sophos Overview – Cybersecurity Evolved

 

Sophos evolves to meet every new challenge, protecting more than 400,000 organizations of all sizes in more than 150 countries from today’s most advanced cyberthreats. Powered by SophosLabs, our cloud-native and AI-enhanced solutions are able to adapt and evolve to secure endpoints and networks against never-before-seen cybercriminal tactics and techniques. Managed through our award-winning, cloud-based platform, Sophos Central, our best-of-breed products work together through our unique Synchronized Security system to share threat intelligence and respond to evolving threats. The Sophos suite of products secures networks and endpoints against automated and active-adversary breaches, ransomware, malware, exploits, data exfiltration, phishing, and more.
 

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 the Sophos knowledge base articles (KBA).

You will work closely with subject matter experts from Technical Support, Product Management, Engineering, and QA to generate content for our customers so that they have the latest information to resolve their questions or issues.

This incumbent will report to Director of Technical Training & Knowledge. He / She will be working within a matrix structure, resource will have to work with peers and senior members of the technical support team, alongside IT and other departments within Sophos.

 

Main Duties

  • Responsible, 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
  • Researches products through engineering documentation, personal interviews, and hands-on experience. 
  • 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
  • Performs work within company and regulatory guidelines.

 

Skills & Experience

Essential:

  • At least 2 years’ experience in a Technical Support role with a software company.
  • 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
  • Demonstrated ability for technical writing 
  • Expertise in MS Office products including Excel, Word and PowerPoint.
    • Experience with desktop and web content publishing software (FrameMaker, Visio, Adobe Illustrator), single-source publication development, video software is a plus
  • Exceptional written and verbal communication skills in English
  • Ability to deliver high quality documentation, paying attention to detail
  • Able to work independently and adapt quickly to shifting priorities and prioritize tasks and ensure high quality in a dynamic environment.
  • Able to cross-functionally lead and influence others

 

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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