Senior Technical Writer

This role is responsible for organizing, standardizing, and improving IT Support documentation for both internal and external use. The writer will create a scalable documentation model that supports human readers as well as AI agents, with the goal of establishing a repeatable standard for future documentation work.

• Organize and categorize IT Support knowledge into a clear, maintainable structure.
• Write and maintain team SOPs for internal and external audiences.
• Build a documentation framework that can serve as the model for future documentation across the team.
• Create standardized templates for procedures, troubleshooting guides, knowledge base articles, and operational documentation.
• Develop writing instructions and formatting rules that AI tools can follow to convert raw documentation into a consistent standard format.
• Partner with Codex and other AI tools to improve draft quality, while ensuring final output is clearer, more usable, and better written than AI-generated first drafts.
• Translate fragmented notes, legacy docs, and raw process information into polished, structured documentation ready for delivery to IT.
• Establish taxonomy, naming conventions, and content categories so knowledge is easy to find, maintain, and reuse.
• Initially focus on IT Support workflows, with the potential to expand the model to other teams later.
• Team SOP library for IT Support
• Internal and external documentation standards
• Documentation templates for recurring content types
• AI writing instructions for rewriting raw documentation into standard format
• Knowledge categorization and information architecture for IT Support content
• A durable documentation model that can be used moving forward

• Strong technical writing skills, especially for operational and support environments
• Ability to organize messy or incomplete information into a logical structure
• Experience writing for multiple audiences, including both technical and non-technical readers
• Ability to create documentation that works for both human consumption and agent/AI consumption
• Experience building templates, standards, and style guidance
• Comfort working with AI-assisted writing tools such as Codex
• Strong editing judgment and the ability to improve AI-generated drafts substantially
• Ability to classify, categorize, and document knowledge in a systematic way

The immediate priority is IT Support. The end goal is not just better documents, but a repeatable system for documentation creation, organization, and rewriting that the team can use moving forward.