Please note that you will need to attend the office in Santa Clara 2 or 3 days a week

Technical Writer, IT Support Documentation

This role is responsible for organizing, standardizing, and improving IT Support documentation for both internal and external use. The writer will create a scalable documentation model that supports human readers as well as AI agents, with the goal of establishing a repeatable standard for future documentation work.

Core responsibilities

Organize and categorize IT Support knowledge into a clear, maintainable structure.
Write and maintain team SOPs for internal and external audiences.
Build a documentation framework that can serve as the model for future documentation across the team.
Create standardized templates for procedures, troubleshooting guides, knowledge base articles, and operational documentation.
Develop writing instructions and formatting rules that AI tools can follow to convert raw documentation into a consistent standard format.
Partner with Codex and other AI tools to improve draft quality, while ensuring final output is clearer, more usable, and better written than AI-generated first drafts.
Translate fragmented notes, legacy docs, and raw process information into polished, structured documentation ready for delivery to IT.
Establish taxonomy, naming conventions, and content categories so knowledge is easy to find, maintain, and reuse.
Initially focus on IT Support workflows, with the potential to expand the model to other teams later.

Key deliverables

Team SOP library for IT Support
Internal and external documentation standards
Documentation templates for recurring content types
AI writing instructions for rewriting raw documentation into standard format
Knowledge categorization and information architecture for IT Support content
A durable documentation model that can be used moving forward

Required capabilities

Strong technical writing skills, especially for operational and support environments
Ability to organize messy or incomplete information into a logical structure
Experience writing for multiple audiences, including both technical and non-technical readers
Ability to create documentation that works for both human consumption and agent/AI consumption
Experience building templates, standards, and style guidance
Comfort working with AI-assisted writing tools such as Codex
Strong editing judgment and the ability to improve AI-generated drafts substantially
Ability to classify, categorize, and document knowledge in a systematic way

Focus of the role

The immediate priority is IT Support. The end goal is not just better documents, but a repeatable system for documentation creation, organization, and rewriting that the team can use moving forward.

Salary Range

$92,000.00 - $105,000.00 USD (Salary)

Please note that the salary information provided herein is base pay only (gross); it does not include other forms of compensation which may or may not apply to this specific position, namely, performance-based bonuses, benefits-related payments, or other general incentives - none of which are guaranteed, may be subject to specific eligibility requirements, and are wholly within the discretion of Astreya to remit.
Further, the salary information noted above is a range that consists of a minimum and maximum rate of pay for this specific position. Where an applicant or employee is placed on this range will depend and be contingent on objective, documented work-related considerations like education, experience, certifications, licenses, preferred qualifications, among other factors.

Astreya offers comprehensive benefits to all Regular, Full-Time Employees, including:

Medical provided through UHC (PPO, HSA, Surest options) / Medical provided through Kaiser (HMO option only) for California employees only
Dental provided through UHC
Nationwide Vision provided by UHC
Flexible Spending Account for Health & Dependent Care
Pre-Tax Account for Commuter Benefit/Parking & Transit (location-specific)
Continuing Education and Professional Development via various integrated platforms, e.g. Udemy and Coursera
Corporate Wellness Program provided by Goomi Group
Employee Assistance Program
Wellness Days
401k Plan
Basic and Supplemental Life Insurance
Short Term & Long Term Disability
Critical Illness, Critical Hospital, and Voluntary Accident Insurance
Tuition Reimbursement (available 6 months after start date, capped)
Paid Time Off (accrued and prorated, maximum of 120 hours annually)
Paid Holidays
Any other statutory leaves, paid time, or other ancillary benefits required under state and federal law

Astreya

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Technical Writer