Knowledge Base Content Writer

Acronis is a world leader in cyber protection—empowering people by providing them with cutting-edge technology that enables them to monitor, control, and protect the data that their businesses and lives depend on. We are in an exciting phase of rapid-growth and expansion and looking for a Knowledge Base Content Writer who is ready to join us in creating a #CyberFit future and protecting the digital world!

In this role you will create and maintain Knowledge Base content on different Acronis products and support processes. On a daily basis you will collaborate with other teams (Support, R&D, Product Management) on gathering the content for the articles.

Every member of our “A-Team” has an instrumental role and impact on the success of Acronis innovative and growing business, so we are looking for someone who enjoys working in dynamic, global teams and thrives in a fast-paced and rapidly changing work environment. Just like everyone at Acronis, the ideal candidate will embody all of our company values: responsive, alert, detail-oriented, makes decisions, and never gives up.

WHAT YOU'LL DO

• Ensure Knowledge Base readiness for new product releases/updates/hotfixes for Consumer, Backup, Mobility, MSP Business Units (creating new and updating existing content, preparing screenshots, diagrams, translating and uploading the content into different languages using the Deepl integration).
• Review and publish Knowledge Base content prepared by Support Engineers and employees from other groups.
• Write content by request from R&D and other Acronis departments.
• Create new articles requested from ‘Steps taken’.
• Ensure Volume drivers coverage in Knowledge Base.
• Create internal articles on Support processes and policies.
• Drive Knowledge Base Resolution rate.
• Analyze Customer feedback received via Knowledge Base form and take appropriate actions.
• Work closely with Product Management and Development Team on receiving information on product features, details in a timely manner.
• Perform individual assignments.
• Constantly develop and improve oneself: improve writing/technical/project management skills
• Establish and maintain productive working relationships with other internal departments.

WHAT YOU BRING (EXPERIENCE & QUALIFICATIONS)

• BA/BS degree or equivalent experience.
• At least 2 years of experience in composing and revising technical texts.
• Upper-intermediate English.
• Ability to learn highly technical products quickly, using pre-release software and internal documentation.
• Exemplary accuracy and strong attention to details.

Desirable but not obligatory:

• University degree in Computer Science, Engineering or equivalent
• Experience with SFDC and Deepl
• Experience working with engineering to improve user experience: design, UI, and help refine content and create visuals and diagrams for technical support content

WHO WE ARE

Acronis is revolutionizing cyber protection by unifying backup, disaster recovery, storage, next-generation anti-malware, and protection management into one solution. This all-in-one integration removes the complexity and risks associated with non-integrated solutions and offers easy, complete and reliable data protection for all workloads, applications, and systems across any environment—all at a low and predictable cost.

Founded in Singapore in 2003 and incorporated in Switzerland in 2008, Acronis now has more than 2,000 employees and offices in 34 locations worldwide. Its solutions are trusted by more than 5.5 million home users and 500,000 companies, and top-tier professional sports teams. Acronis products are available through over 50,000 partners and service providers in over 150 countries and 26 languages.

Acronis is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, marital status, national origin, physical or mental disability, medical condition, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, gender identity or expression, or any other characteristic protected by applicable laws, regulations and ordinances.

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