Technical Writer & Knowledge Base Specialist

StoreHub; Kuala Lumpur; On-site; MYR 66,960 - 133,920; Full time

Benefits offered by this job

Apple Macbooks

Free Season Parking

Fridge and pantry

Job summary

StoreHub is seeking a Technical Writer & Knowledge Base Specialist in Kuala Lumpur. You will bridge Product and user needs, turning complex features into clear documentation, support materials, and training guides for internal teams and merchants.

You will lead end-to-end documentation workflows, coordinate releases, and drive content quality using AI tools. The role requires sharp attention to detail, stakeholder savvy, and the ability to thrive in a fast-paced SaaS environment.

Qualifications

• 1–3 years of experience in technical writing or content creation within IT-related industries.
• Excellent written and spoken English; ability to translate complex specs into user-friendly language.
• Proficient with platforms like Confluence and JIRA; quick to learn new concepts, tools and systems.

Responsibilities

• Own documentation and knowledge management for merchant and staff resources.
• Coordinate product releases and communicate changes to stakeholders.
• Create and maintain product docs, release notes, and support materials.
• Leverage AI tools to accelerate writing workflows and improve search and content quality.
• Analyze KB data to identify gaps and opportunities for better user self-service.
• Deliver product demos and training materials for launches.

Skills

English proficiency

Project management

AI fluency

Stakeholder collaboration

Tech-savvy

Tools

Confluence

JIRA

Job description

Are you driven, results-oriented and a team player?

With 18,000+ retailers and restaurants in over 15 countries, StoreHub is on a mission to enable everyone, big or small, to build successful businesses. At StoreHub, we're building a dream team whereby all of your colleagues are extraordinary at what they do and are highly effective collaborators. It is in such a team that you learn the most, perform your best work, improve the fastest, and have the most fun.

If this is a journey you’d like to embark on, keep reading!

We’re looking for a Technical Writer & Knowledge Base Specialist to turn complex product features into clear, actionable documentation. You will be a strategic bridge between our Product teams and our users, ensuring that every technical capability is translated into resources that drive real adoption and success.

In this role, you will manage our end-to-end documentation ecosystem, from external help articles for merchants to internal training guides for our Support teams. We need someone who is not just a writer, but a project manager who can coordinate across departments, manage release timelines, and prioritize competing demands in a fast-paced environment.

The pace is fast, and we value efficiency. You’ll be expected to use smart tools like ChatGPT or Claude to accelerate content creation and build scalable documentation frameworks that grow with us. If you are detail-oriented, stakeholder-savvy, and thrive on bringing order to complexity, you’ll fit right in.

What you will do:

• Own Documentation & Knowledge Management: Manage the External KB (merchant help articles) and Internal KB (staff training) to ensure accuracy and relevance.

• Coordinate Product Releases: Work closely with Product Managers to review technical specs and proactively communicate changes to stakeholders across the company.

• Content Creation: Create and maintain product documentation, release notes, and support materials while balancing revisions and quality standards.

• Scale Through Efficiency: Use AI tools (ChatGPT, Claude, etc.) to accelerate writing workflows and experiment with search improvements and content optimization.

• Data-Driven Improvement: Analyze KB data and analytics to identify content gaps and opportunities for better user self-service.

• Enablement & Training: Schedule and facilitate product demos to gather info, and deliver presentations for product launches to ensure teams are briefed before going live.

• Standardization: Build and maintain documentation templates and style guides that ensure a consistent voice across all products.

How you will need to be:

• Experienced: 1–3 years of experience in technical writing or content creation within IT-related industries.

• English Proficiency: Excellent written and spoken English, with the ability to translate technical specifications into user-friendly language.

• Technically Aptitude: Quick to learn new concepts, tools, and systems, with proficiency in platforms like Confluence and JIRA.

• Project Manager Mindset: Strong ability to manage timelines, prioritize demands, and coordinate effectively across Product, Engineering, and Care teams.

• AI Fluent: Comfortable using AI assistants to speed up research, ideation, and documentation editing.

• Interpersonal & Persuasive: Strong skills in building relationships across departments and managing stakeholder expectations.

• Detail-Oriented & Adaptable: A sharp eye for accuracy and the ability to work independently in a high-volume, fast-paced environment.

Bonus Points

• Industry knowledge in SaaS, retail, or F&B tech.

• Experience working across multiple markets or geographic regions.

• Experience with advanced AI or automation tools to streamline documentation maintenance.

What makes working at StoreHub awesome (and refreshing!):

• Our people - for real! StoreHubbers are some of the smartest and most interesting people you can work with. Expect to do a lot of peer-learning.
• Culture of Candour. We embrace directness, hate bureaucracy, and move fast. If you're tired of 'corporate nonsense' you'll feel right at home.
• Cutting edge tools. If something can be automated, we'll make it happen. You will be introduced to many different tools we use that support everyday tasks, so that we can focus our minds on the kind of work that matters.
• Impact not just effort. We recognize that results are not tied to the number of hours worked. There's no reward for long hours with poor results and no penalty for leaving on time if your work is excellent. To be great, most of us have to put in considerable effort, but we don't measure contribution by hard work or long hours.

CHANGE. Our core values are super important to us. The more you resonate with them, the more you'll find yourself a good fit.

• Communicate for Clarity
• Humble and Hungry
• Authentic but not an *sshole
• Nimble and Quick
• Growth Mindset
• Efficiency and Excellence

We do have all the other cool perks too:

• Apple Macbooks for everyone
• Free Season Parking
• Fully stocked fridge and pantry - Coffee, snacks, and more yums
• Cutting edge tools. If something can be automated, we'll make it happen
• Medical and Dental Outpatient Visits + Medical Insurance
• Opportunities for career growth and continuous learning

We are an equal-opportunity employer and value diversity at StoreHub. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, marital status, veteran status, or disability status.