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Lightedge · 1 day ago

Technical Writer

Austin, TX

Full-time

Onsite

Mid, Senior Level

3+ years exp

LightEdge Solutions is developing innovative IT solutions to enhance business operations. The Technical Writer will create, organize, and maintain documentation that supports services, operational processes, and technical training initiatives, working closely with various teams to transform complex information into clear materials.

Cloud ManagementInformation TechnologyInternetWireless

No H1B

Responsibilities

Create and update process documentation, standard operating procedures (SOPs), runbooks, responsibilities matrices, RACI charts, service/process overviews, knowledge base articles, and customer-facing technical content as needed

Partner with Engineering, Operations, and Product to document Lightedge services and platforms, including provisioning steps, dependencies, SLAs, escalation paths, monitoring/maintenance expectations, and support workflows

Work with the Education Services team to produce content for technical training courses, job aids, onboarding materials, and learning assessments (including materials suitable for SCORM packaging and delivery through an LMS)

Define and maintain style guides, formatting standards, versioning practices, and review workflows to ensure consistency, traceability, and quality across all documentation assets

Interview engineers, architects, operations staff, trainers, and support teams to extract accurate information and turn it into digestible written material, diagrams, and process flows

Convert deep technical concepts into content tailored to the audience (e.g., NOC/SOC, support staff, implementation teams, partners, or customers) without sacrificing precision or correctness

Administer and improve documentation repositories (e.g., SharePoint, Confluence, ServiceNow Knowledge, LMS), ensuring content is searchable, logically organized, access-controlled, and aligned with Knowledge-Centered Service (KCS) practices where applicable

Track and coordinate updates tied to product and service changes, audits, compliance requirements, and operational adjustments; ensure documentation remains in sync with the official service catalog and training curriculum

Review and edit content created by technical teams for clarity, structure, flow, and adherence to established standards; coach contributors on effective documentation practices

Assist Support, Product, and Marketing teams with technical content needs (such as diagrams, process flows, FAQs, and service descriptions), primarily to ensure technical accuracy and alignment with current services and operations

Identify documentation gaps, duplications, and process pain points; propose and implement improvements that reduce tribal knowledge, shorten time-to-competency, and improve operational efficiency

Qualification

Documentation ManagementSME InterviewsTechnical WritingMicrosoft 365ConfluenceServiceNow Knowledge ManagementSCORMCloud TechnologiesNetworkingSecurityData Center TechnologiesOrganizational SkillsWritten CommunicationVerbal Communication

Required

3–5+ years of experience in Technical Writing, Documentation Management, or a related discipline within a technology-driven organization

Proven ability to write clearly for both technical and non-technical audiences, translating complex concepts into accessible documentation

Experience creating structured materials such as SOPs, runbooks, service/product guides, responsibilities matrices, RACIs, process documentation, training manuals, and knowledge base content

Ability to conduct SME interviews, research technical subjects, analyze diagrams or architectures, and validate accuracy through hands-on review when appropriate

Strong organizational skills with experience managing documentation repositories, version control, and structured content workflows

Strong written and verbal communication skills with excellent attention to detail, consistency, and clarity

Applicants must be authorized to work in the United States without the need for visa sponsorship now or in the future

Preferred

Familiarity with cloud, networking, security, or data center technologies is strongly preferred

Experience with Microsoft 365; familiarity with tools such as Confluence, SharePoint, Visio or other diagramming tools, LMS platforms, and collaboration systems is a plus

Experience working with operations, support, NOC/SOC, or implementation teams and understanding their documentation and training needs

Experience with ServiceNow Knowledge Management, the KCS framework, and SCORM (including SCORM development or packaging experience) is highly beneficial

Proven ability to influence without formal authority—driving adherence to documentation standards and timelines across Engineering, Operations, and Support teams