Technical Writer

Fortinet, Inc.; Frankfurt; Vor Ort; EUR 60.000 - 80.000; Vollzeit

Zusammenfassung

A leading cybersecurity firm in Frankfurt is seeking a Technical Writer to create and manage content for the Support Community. The role involves reviewing community content, creating technical articles, and monitoring engagement on forums. Candidates should have strong communication skills, a minimum of five years in a technical support role, and a four-year degree. The company works in a dynamic environment, offering opportunities for collaboration and professional growth within its innovative cybersecurity programs.

Qualifikationen

• Minimum five years in technical support related field or equivalent.
• Strong communicator with proven technical writing ability.
• Experience adapting to evolving technologies and community needs.

Aufgaben

• Review, edit, and moderate community content for accuracy and clarity.
• Create and maintain high-quality technical knowledge base articles.
• Monitor forums and ensure professional participation.

Kenntnisse

Strong writing skills

Experience with technical concepts

Analytical skills

Organizational skills

Creative problem-solving

Experience with MS Office Suite

Ausbildung

4-year university degree (BA or BS)

Tools

Online community management

Content management systems

Jobbeschreibung

Fortinet is seeking a talented Technical Writer to play a key role in shaping the Fortinet Support Community. In this role, you will transform technical expertise into accessible, high-quality content that empowers customers, partners, and internal teams. By collaborating with Fortinet Support and community stakeholders, you will ensure our knowledge base and forums drive customer success across internal, external, and GenAI-enabled channels and strengthen our Service Technology Platform

Responsibilities

• Review, edit, and moderate community content to ensure accuracy, clarity, and relevance.
• Create and maintain high-quality technical knowledge base articles and multimedia resources.
• Partner with Fortinet Support teams to identify trends, analyze common queries, and proactively recommend content updates.
• Foster engagement in the Support Community by collaborating with customers, partners, and Super Users.
• Monitor forums to ensure professional, appropriate participation; remove or block inappropriate content as needed.
• Contribute to programs that empower users to self-solve technical issues using Fortinet products.
• Work independently while maintaining strong cross-functional collaboration.

Key Skills & Attributes

• Experienced communicator – Strong writer and solid understanding of technical concepts
• Ability to thrive in a dynamic and fast-paced environment
• Demonstrates a change-oriented mindset by adapting quickly to evolving technologies, processes, and community needs, while proactively seeking opportunities to improve content and user experience.
• Flexible, team-oriented, collaborative work style and a positive attitude are required
• Ability to establish and maintain strong cross-functional working relationships
• Ability to complete tasks with a high degree of accuracy utilizing strong analytical and organizational skills
• Creative problem-solver
• Experience with online community, federated search, web development, editing and content management
• High proficiency and experience with MS Office Suite (Word, Excel, PowerPoint, etc.)

Experience & Education

• Minimum five years in technical support related field, technical documentation, support operations, or equivalent.
• 4-year university degree preferred (BA or BS)

About Us

Fortinet makes possible a digital world that we can always trust through its mission to protect people, devices, and data everywhere. This is why the world’s largest enterprises, service providers, and government organizations choose Fortinet to securely accelerate their digital journey. The Fortinet Security Fabric platform delivers broad, integrated, and automated protections across the entire digital attack surface, securing critical devices, data, applications, and connections from the data center to the cloud to the home office. Ranking #1 in the most security appliances shipped worldwide, more than 615,000 customers trust Fortinet to protect their businesses. And the Fortinet NSE Training Institute, an initiative of Fortinet’s Training Advancement Agenda (TAA), provides one of the largest and broadest training programs in the industry to make cyber training and new career opportunities available to everyone.