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
