Technical Writer

Department: Operations

Location: Manila

Description

We’re looking for talented Technical Writers to join our global Knowledge Management team. In this role, you’ll be responsible for creating, maintaining, and validating knowledge base content within our global Zendesk instance. You’ll ensure that all information is accurate, up to date, and easy to access-empowering both our customers and internal support teams to find answers quickly and confidently.

This position plays a key part in enhancing the customer and agent experience, streamlining support processes, and driving continuous improvement through data-driven insights. You’ll collaborate closely with teams across Operations, Product, Product Marketing, Onboarding, and Sales, and help protect and strengthen the Dye & Durham brand through clear, consistent, and helpful content.

Key Responsibilities

• Write, review, and publish new and updated Knowledge Base content across our full product range.
• Create and maintain video content to accompany written articles.
• Create and maintain instructional and training materials within the Knowledge Base
• Audit and update existing articles to ensure accuracy, clarity, and relevance.
• Collaborate with Product, Product Marketing, and other SMEs to gather and verify information.
• Maintain a consistent tone and style aligned with the Dye & Durham brand.
• Analyse customer and agent feedback to continuously improve content quality.
• Train and guide support agents on effective use of the knowledge base and best practices for knowledge management.
• Facilitate regular knowledge-sharing sessions and feedback loops across teams.
• Contribute to onboarding and training materials for new starters.
• Work closely with the Knowledge Manager to configure, customise, and optimise knowledge management processes.
• Support a seamless customer journey through an accurate, user-friendly self-service knowledge base.
  
  

Skills, Knowledge and Expertise

You’re a detail-oriented communicator who loves turning complex information into clear, easy-to-understand content. You thrive in a fast-paced environment and enjoy collaborating with cross-functional teams to deliver high-quality documentation that makes a real difference for users.

You’ll bring:

• Proven experience in writing, editing, and reviewing technical or instructional content.
• Strong ability to translate complex information into clear, concise, and user-friendly documentation.
• Excellent written and verbal communication skills.
• Experience working cross-functionally with support and product teams.
• Solid understanding of knowledge management principles, including content creation, curation, and lifecycle management.
• Hands-on experience with Zendesk (content management, analytics, customisation, macros, triggers, automations, workflows).
• Experience in the legal, technology, or property industries is a plus but not required.
  
  

Benefits

At Dye & Durham, you’ll be part of a collaborative, global team that values innovation, clarity, and customer success. We offer flexibility, a supportive environment, and the opportunity to make a meaningful impact by helping thousands of customers and agents access the right information when they need it most.

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