Skip navigation

Technical Writer

Hybrid in Austin, TX


Placement Type:


Salary (USD):

$33 to $35 + Benefits

Start Date:


As a Technical Writer, you will partner with the knowledge base specialist, other technical writers, and the broader organization to update content and process internal documentation. This will involve the creation and maintenance of SEO-friendly internal CS messaging, which provides frontline support across phone, chat, email and in-person support channels. You will ensure the accuracy and the timely updating of internal documentation, working with a variety of cross-functional stakeholders to ensure that all content meets the highest standards. 

You’re passionate about creating the best customer experience possible through the design and maintenance of effective content. You use applied reasoning and strong analytical skills to be an advocate for creating improvements in messaging and documentation. You’re sensitive to the needs both of customers and of the users of internal documentation and can predict how they may use your writing.

When carrying out the responsibilities of the role, you will inspire frontline agents to draw from their training, critical thinking skills, and knowledge resources to provide outstanding support across all channels of customer communication. This will include cultivating a positive and open culture within the wider team, being comfortable with a fast-paced working environment and with giving and receiving constructive feedback. 


  • Writing: Making updates to the internal knowledge base
  • Writing: Proactively identifying and executing on opportunities to improve current documentation
  • Writing: Using SEO best practices to improve search functionality in Knowledge Base
  • Using: Knowledge about customer support and technical writing best practices to vet requests to update the Knowledge Base


  • BA/BS degree in Journalism or Communications-related field or 4 years equivalent practical experience
  • 2 years in customer support role
  • 2 years experience working in knowledge management systems to develop content (internal or external facing), including articles, standard responses, operating procedures, and training modules
  • Exceptional communication and interpersonal skills (written and verbal)
  • Demonstrated commitment to providing the best possible customer experience
  • Strong project management skills with demonstrated ability to work independently, to multi-task and to prioritize effectively while driving high impact, positive results
  • Understand and empathize with frontline agents’ motivations and expectations, allowing for robust development of internal references

The target hiring compensation range for this role is the equivalent of $33 to $35 an hour. Compensation is based on several factors including, but not limited to education, relevant work experience, relevant certifications, and location. Additional benefits offered may include; medical health insurance and dental insurance, life insurance, and eligibility to participate in 401k plan with company match.

Client Description

A giant in the Tech Industry, this company’s mission is to organize the world’s information and make it universally accessible and useful. This company is committed to continuing to make diversity, equity, and inclusion part of everything they do—from how they build their products to how they build their workforce. Consistently named one of Forbes top employers, this company works hard to attract, retain and progress the best Talent.

A career here gives you the opportunity to be part of something bigger:

  • Expanding Opportunity – Providing people with information, tools and services to help them build knowledge, fuel curiosity, and unlock opportunity.

  • Protecting Users – Keeping billions of people safer online.

  • Including all Voices – Building a world where progress, equitable outcomes, diversity, and inclusion can be realities both inside and outside our workplace.

  • Responding to Crisis – Helping those affected by crisis through products, people and partners.

  • Advancing Sustainability – Unifying practices, partnerships, and products around a single mission — to foster sustainability at scale.

Are you ready to join the journey?

Why work with AQUENT? Check out our awesome benefits:

Aquent is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.