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EXCO GmbH
Technical Writer
Job summary
A leading cybersecurity company is seeking a talented Technical Writer to shape its Support Community. In this role, you will transform technical knowledge into accessible content that empowers customers and internal teams. Responsibilities include creating technical articles, collaborating with support teams, and fostering community engagement. The ideal candidate has at least five years of technical support experience, strong writing skills, and the ability to adapt to evolving technologies. This position is based in Frankfurt, Germany.
Qualifications
- Minimum five years in technical support, technical documentation, or support operations.
- Proven ability to adapt quickly to evolving technologies and processes.
Responsibilities
- Review, edit, and moderate community content for accuracy and relevance.
- Create and maintain technical knowledge base articles and multimedia resources.
- Analyze queries with support teams and recommend content updates.
- Foster engagement by collaborating with community stakeholders.
- Monitor forums for appropriate participation and content moderation.
Skills
Education
Tools
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
- 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.
- 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.).
- Minimum five years in technical support related field, technical documentation, support operations, or equivalent.
- 4‑year university degree preferred (BA or BS).
* The salary benchmark is based on the target salaries of market leaders in their relevant sectors. It is intended to serve as a guide to help Premium Members assess open positions and to help in salary negotiations. The salary benchmark is not provided directly by the company, which could be significantly higher or lower.