Manager Technical Writing

N Human Resources & Management Systems

Job Location:

Bengaluru Urban - India

Monthly Salary: INR 5 - 7

Experience Required: 4-5years

Posted on: 07-11-2025

Vacancies: 1 Vacancy

Job Summary

This is a remote position.

Designation:- Knowledge Manager

Location: Bangalore/Mysore/Remote

Job Type: Full-time

Department: Solution Delivery

About the Role

We are looking for an experienced Knowledge Manager with strong technical writing skills to create and manage our

product knowledge base FAQs and AI-driven support content. This role will directly contribute to the success of our AI

agentic L1 support systems enabling up to 60% case resolution through automation and self-service. The ideal

candidate will combine the structured communication skills of a technical writer with the strategic mindset of a knowledge

leader.

Key Responsibilities

1. Knowledge Base & Documentation: Create structure and maintain product documentation FAQs and

process guides in a clear concise and user-friendly manner.

2. Technical Writing Excellence: Translate complex technical concepts into simple customer-friendly

explanations ensuring accessibility for both technical and non-technical users.

3. AI Agent Enablement: Fine-tune AI-driven responses and optimize Freshworks AI (Freddy AI) capabilities to

improve automated L1 resolution rates.

4. Content Governance: Define content standards editorial style guides and workflows to ensure accuracy

consistency and version control.

5. Customer Query Analysis: Analyze recurring support queries identify content gaps and refine knowledge

assets for better case deflection.

6. Collaboration: Work closely with product managers engineers and customer support teams to ensure

documentation reflects the latest updates.

7. Performance Tracking: Monitor knowledge base usage AI agent success metrics and customer self-service

adoption.

Requirements

Required Qualifications

57 years of experience in knowledge management technical writing or product support
documentation.
Proven ability to write edit and organize technical content for diverse audiences.
Strong working knowledge of Freshworks AI (Freddy AI bots automation) or similar AI-driven CX
platforms.
Familiarity with information architecture content structuring and taxonomy design.
Analytical ability to derive insights from customer queries and translate them into clear actionable
documentation.
Excellent written and verbal communication with meticulous attention to detail.

Preferred Qualifications

Experience in technical writing tools (Confluence Notion or similar).
Exposure to agentic AI workflows and conversational AI content optimization.
Familiarity with multilingual documentation and global content delivery.
Background in SaaS product-based or technology-driven organizations.

Required Skills:

Experience 3-5 years of hands-on software development Experience working in Agile teams using tools like Azure DevOps or JIRA Technical Skills Proficient in: Java Spring Boot Hibernate MySQL RESTful APIs Strong front-end development using JavaScript HTML CSS Solid understanding of Object-Oriented Design and common design patterns Skilled in SQL and database interactions

Required Education:

This is a remote position. Designation:- Knowledge Manager Location: Bangalore/Mysore/Remote Job Type: Full-time Department: Solution Delivery About the Role We are looking for an experienced Knowledge Manager with strong technical writing skills to create and manage our product kn...