Technical Writer - APAC
Fortinet
Hong Kong
1天前

Role Overview :

Be part of a team responsible for the smooth running of the Fortinet Support Community.

This position reviews, develops and moderates content for suitability and appropriateness for consumption by Fortinet Internal Teams, Partners, and Customers.

This position also works closely with Fortinet support to deliver technical support and knowledge base articles, community forum updates, rich media content and other content to the Service Technology Platform.

Responsibilities :

  • Review, edit and moderate content.
  • Write new and edit existing articles.
  • Work with TAC to analyze common queries and provide new community content.
  • Engage with TAC to encourage production of content.
  • Ensure forum content is relevant and non-offensive.
  • Remove and block inappropriate content.
  • Engage with customers and help answer forum threads.
  • Review, develop and programs that improve technical knowledge and ability to self-resolved. technical issues with the application of Fortinet products.
  • Execute with minimal supervision in an unstructured and ambiguous environment.
  • Requirements :

  • Exceptional program management track record.
  • Creative problem-solver.
  • Proven ability to develop and execute virtual and instructor-led programs / training and knowledge of network and security technologies.
  • Understand design concepts and implementation.
  • Strong ability to transfer knowledge from practice to theory to practice.
  • Experienced communicator creative concepts, strong writer, skilled presenter.
  • Experience with Web development, editing and content management tools.
  • Establish and maintain strong cross-functional working relationships.
  • Experience with Software tools (SalesForce, SumTotal, etc.) and Support Ticketing Systems, Knowledge-base type systems, Community Forums, Blogs, etc.
  • High proficiency and experience with MS Office Suite (Word, Excel, PowerPoint, etc.)
  • Minimum two years in technical support related field, technical documentation, support operations, or equivalent.
  • Bachelor’s Degree in Computer Engineering, Computer Science, or related field.
  • Fortinet is an equal opportunity employer.

    We will only notify shortlisted candidates.

    Fortinet will not entertain any unsolicited resumes, please refrain from sending them to any Fortinet employees or Fortinet email aliases.

    Should any Agency submit any resumes to Fortinet, these resumes if considered, will be assumed to have been given by the Agency free of any related fees / charges.

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