Technical Writer

2 weeks ago

Johannesburg, South Africa Mimecast Full time

Technical Writer

The position forms a vital part of Mimecasts support strategy and is pivotal to enabling our customer to self serve effectively. Content is created using Mimecast’s community platform, currently Salesforce. As the team grows there is potential growth into senior or team lead roles

Key Responsibilities
- Creating end user / administrator content for the company’s Knowledge Base, resulting in the reduction of support cases raised
- Optimising articles for SEO
- Handling user feedback and amending Knowledge Base content as required
- Liaising with Product Managers and Engineers, to understand a project’s scope including beta testing
- Liaising with other members of the Technical Enablement team, to ensure they're aware of changes that affect them
- Identifying potential improvements in the Knowledge Base, to ensure legendary customer success is delivered
- Create technical internal troubleshooting content for company’s SD Wiki, resulting in faster conclusion of support cases
- Contribute to and maintain KCS articles

Essential Skills and Experience
- Excellent written English
- French speaking and writing capabilities
- 2 years technical writing experience
- Ability to gather and analyze the information needs of the audience
- Strong interviewing and listening skills
- Collaborating with Software Engineers and Product Managers to clarify technical issues
- Using graphics editing software
- Basic HTML editing skills
- Delivering content to meet the audience’s needs, ensuring:

- the most appropriate media is used
- it is organized efficiently
- all Mimecast’s style and consistency standards are met
- Experience with
- TechSmith SnagIt
- Salesforce
- Atlassian Jira/Confluence
- Office 365

Why Mimecast?

We’re fast thinking. We go big to reach our cyberattack-disrupting goals. And we do what we need to protect the world of business from getting important (and potentially compromising) data stolen. We never leave anyone behind. We deliver quickly - and outstandingly. We’re big on honesty because it makes us better. We’re empowered by our mission. And if cybercriminals have a good day, we work twice as hard to make the rest of their days a nightmare. That’s The Mimecast Way.

And the Mimecast way is also a hybrid-working way. We empower our people to balance their time between home and the office in a way that works best for them, their team, and our stakeholders.

Become a Mimecaster and put corporate data under your protection. Fill our teams with respect. And bring cybercrime-obstructing energy to your work. Be passionate. Be powerful. Be alive with purpose.

DEI Statement

Cybersecurity is a community effort. That’s why we’re committed to building an inclusive, diverse community that celebrates and welcomes everyone - unless they’re a cybercriminal, of course.

We’re proud to be an Equal Opportunity and Affirmative Action Employer, and we’d encourage you to join us whatever your background. We particularly welcome applicants from traditionally underrepresented groups.

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