Technical Author

Technical Author

Location

Alexandria, Egypt (Hybrid / Remote)

This role is primarily based in Alexandria, Egypt, with significant remote working. The successful candidate will be expected to collaborate regularly with international product, engineering, security, and customer-facing teams across multiple time zones.

Occasional travel may be required for team meetings, customer engagements, training, or company events.

Overview

We are seeking an experienced Technical Author to create and maintain high-quality customer-facing documentation for our cybersecurity and compliance platform. The successful candidate will work closely with product managers, software engineers, security specialists, compliance experts, and customer success teams to produce clear, accurate, and accessible documentation that enables customers to deploy, configure, operate, and troubleshoot our products effectively.

The role requires the ability to understand complex technical concepts and translate them into concise documentation suitable for technical and non-technical audiences.

In addition to traditional documentation, the successful candidate will help shape modern customer enablement materials, including AI-assisted content, video-based learning resources, and knowledge assets that support intelligent customer support systems.

Key Responsibilities

Documentation Development

• Create, maintain, and improve product documentation, including:
  • User guides
  • Administrator guides
  • Installation and deployment guides
  • Configuration documentation
  • API documentation
  • Troubleshooting guides
  • Release notes
  • Knowledge base articles

Technical Content Creation

• Translate complex cybersecurity and compliance concepts into clear, understandable documentation.
• Produce documentation for cloud, on-premise, and hybrid deployments.
• Create workflow diagrams, architecture illustrations, and process documentation where appropriate.
• Develop onboarding materials for new customers.
• Create documentation that supports both human users and AI-powered support systems.
• Develop instructional and educational content in multiple formats, including written guides, interactive content, and video-based materials.

Product Collaboration

• Work closely with development teams to understand new features and product changes.
• Participate in sprint reviews, planning sessions, and product demonstrations.
• Collaborate with product managers to ensure documentation aligns with product functionality and customer requirements.
• Gather information directly from subject matter experts.
• Contribute to release readiness activities by ensuring documentation is delivered alongside product releases.

Documentation Management

• Maintain documentation standards, templates, style guides, and publication processes.
• Ensure documentation remains accurate and up to date following product releases.
• Manage documentation repositories and version control processes.
• Track documentation issues and improvement opportunities.
• Promote documentation-as-code practices and continuous improvement of documentation workflows.

Customer Focus

• Work with customer success and support teams to identify common customer challenges.
• Analyse support tickets and customer feedback to improve documentation effectiveness.
• Create self-service content that reduces support demand and improves customer adoption.
• Optimise content for use within customer knowledge bases and AI-assisted support platforms.

Required Skills and Experience

Essential

• Proven experience as a Technical Author, Technical Writer, Documentation Specialist, or similar role.
• Experience producing customer-facing software documentation.
• Excellent written and spoken English.
• Strong attention to detail and commitment to accuracy.
• Ability to understand complex technical systems and explain them clearly to different audiences.
• Experience working closely with software development teams.
• Strong interviewing and information-gathering skills.
• Experience managing multiple documentation projects simultaneously.

Documentation Technologies

Experience with one or more of the following:

• Git
• Markdown
• Documentation-as-Code workflows
• Static site generators
• Documentation portals
• Confluence or similar collaboration platforms
• Version control and pull request processes

Technical Knowledge

The candidate should have experience with, or the ability to rapidly learn, concepts including:

• Cybersecurity principles
• Identity and access management
• Authentication and authorisation
• Network security
• Security monitoring and logging
• Vulnerability management
• Risk management
• Compliance and governance requirements
• Cloud and SaaS platforms
• APIs and system integrations

Desirable Skills and Experience

Cybersecurity and Compliance

• Experience working within cybersecurity, governance, risk, and compliance (GRC), or related software environments.
• Familiarity with security standards and frameworks such as:
  • ISO 27001
  • SOC 2
  • NIST Cybersecurity Framework
  • CIS Controls
  • PCI DSS
• Experience documenting SaaS, cloud-native, or enterprise software platforms.

Technical Skills

• Experience documenting APIs and integrations.
• Familiarity with REST APIs, JSON, YAML, and command-line interfaces.
• Understanding of cloud infrastructure and container technologies.
• Experience creating technical diagrams and architecture documentation.
• Familiarity with tools such as Draw.io, Lucidchart, Visio, or equivalent.

AI and Emerging Technologies

The following experience would be advantageous:

• Experience using AI-assisted content creation tools.
• Experience creating training, onboarding, or explainer content using AI-powered video generation platforms.
• Experience scripting, producing, or managing short-form instructional videos and product walkthroughs.
• Understanding of Retrieval-Augmented Generation (RAG) architectures and their application in customer support and knowledge management.
• Experience contributing documentation and content used to train, evaluate, or improve AI-powered support assistants and chatbots.
• Familiarity with knowledge-base design, content structuring, and metadata practices that improve AI search and retrieval performance.
• Experience evaluating the effectiveness of AI-driven customer support solutions.

Personal Attributes

• Exceptional written communication skills.
• Curious, analytical, and technically minded.
• Customer-focused with a commitment to producing documentation that delivers measurable value.
• Able to work independently with minimal supervision.
• Comfortable collaborating across distributed international teams.
• Organised and capable of managing competing priorities.
• Enthusiastic about learning new technologies and tools.

Typical Deliverables

The Technical Author will be expected to produce:

• Product Overview Guides
• Installation and Deployment Guides
• User Administration Guides
• Security Configuration Guides
• Compliance Mapping Guides
• API Reference Documentation
• Integration Guides
• Troubleshooting Knowledge Base Articles
• Release Notes
• Frequently Asked Questions (FAQs)
• AI-generated product demonstration videos
• Customer onboarding video content
• Interactive product walkthroughs
• Content optimised for AI-powered support assistants
• Knowledge articles designed for retrieval by RAG-based support systems
• Documentation supporting AI chatbot training and validation

Success Measures

Success in the role will be measured through:

• Documentation quality and accuracy.
• Timeliness of documentation delivery alongside product releases.
• Documentation coverage of product features and functionality.
• Reduction in customer support requests.
• Customer satisfaction with documentation.
• Adoption and usage metrics for documentation resources.
• Effectiveness of knowledge content used by AI-powered support systems.
• Quality and engagement metrics for video and interactive learning content.

Qualifications

Essential

• Degree-level qualification or equivalent professional experience.
• Demonstrable portfolio of technical documentation.

Desirable

• Technical writing certification.
• Cybersecurity certification or relevant industry experience.
• Experience working in regulated or compliance-focused industries.

Preferred Candidate Profile

The ideal candidate combines excellent technical writing skills with a strong interest in cybersecurity, compliance, and modern customer enablement technologies. They are comfortable working in a remote-first environment, collaborating with international teams, and leveraging innovative tools—including AI-generated media and intelligent support systems—to improve customer understanding, self-service capability, and product adoption.

The candidate should be equally comfortable interviewing software engineers about a new feature, producing customer-facing documentation, creating short instructional videos, and structuring content so that it can be effectively consumed by both customers and AI-powered support assistants.