Technical Writer, Knowledge Management (AI-Enabled Support Content)

About the Role:

Were looking for a Technical Writer to join our Knowledge Management team. This is a high-impact role responsible for the creation curation and continuous improvement of CrowdStrikes support knowledge basehelping customers and internal teams resolve issues faster reduce ticket volume and drive a best-in-class self-service experience.

This role is ideal for a writer who is equally comfortable crafting crisp KCS-style articles and leveraging modern toolingincluding AI-assisted authoring prompt management and visual documentation designto scale high-quality support content.

What Youll Do:

Knowledge authoring & KCS execution

• Write concise task-oriented support articles aligned with Knowledge-Centered Service (KCS) principles ensuring content is accurate current and usable for both technical and non-technical audiences.

• Edit and refactor existing articles to improve clarity structure findability and tone; enforce style guide standards and consistency.

• Proactively identify content gaps using support signals (case drivers search terms deflection data release changes and emerging trends) then create/refresh articles to reduce time-to-resolution.

• Partner with Support Product Engineering and SMEs to capture technical details validate steps and ensure content reflects real-world customer scenarios.

• Drive knowledge governance: ownership lifecycle reviews versioning deprecation and taxonomy/tagging best practices.

AI-enabled documentation & prompt management

• Use AI tools responsibly to accelerate drafting summarization rewriting and standardizationwhile maintaining human accountability for correctness security and customer impact.

• Build and maintain a prompt library (templates system instructions reusable patterns) for common KM workflows such as article creation troubleshooting step extraction release-note-to-KB conversion and tone/format normalization.

• Establish lightweight quality controls for AI-assisted content (source verification hallucination checks citation/traceability to trusted references and peer/SME review).

• Optimize content for AI retrieval experiences (e.g. chatbot/RAG readiness) by applying structured writing chunking metadata and clear source-of-truth linking.

Visual/graphic design for documentation

• Create high-quality visuals that improve comprehension: annotated screenshots diagrams process flows decision trees and quick-reference graphics.

• Apply information design principles to make content scannable and accessible (layout hierarchy callouts warnings tables and consistent iconography).

• Maintain visual standards and reusable templates to ensure documentation aligns with brand and UX best practices.

Multimedia and training enablement

• Learn and apply new media formats (short videos walkthroughs microlearning assets) to support onboarding and customer education.

• Collaborate on knowledge campaigns and enablement initiatives that drive adoption and engagement.

What Youll Need:

• Proven experience as a technical writer creating customer-facing support content (knowledge base support articles release communications or technical enablement).

• Working knowledge of KCS concepts and/or a strong understanding of support content best practices (case deflection search optimization article quality indexing).

• Demonstrated ability to translate complex technical workflows into clear actionable steps with strong editorial discipline (clarity grammar tone and consistency).

• Experience using content creation and publishing tools (e.g. knowledge platforms documentation systems collaboration/editing tools).

• AI working knowledge: practical experience using LLM-based tools for drafting and editing plus an understanding of responsible use (verification privacy secure handling of sensitive data).

• Prompt management fundamentals: ability to write test iterate and maintain reusable prompts; track what works; and document prompting standards for consistent outcomes.

• Strong visual communication skills with experience creating or directing documentation visuals (screenshots diagrams simple infographics).

• Strong problem-solving skills comfort managing multiple priorities and a bias toward action and continuous improvement.

• Passion for delivering exceptional customer experience and measurable support impact.

Bonus Points:

• Experience with online communities and support platformsespecially Salesforce Knowledge and/or Gainsight.

• Familiarity with cybersecurity cloud platforms endpoints identity or networking concepts (or a strong ability to learn technical domains quickly).

• Experience with KB analytics (search terms deflection rates case correlation content health metrics) and turning data into content strategy.

• Experience with multimedia tools and learning platforms (e.g. Camtasia Docebo LMS/video workflows).

• Comfort with structured content practices (taxonomies metadata controlled vocabularies) and content ops governance.

Tools You May Use:

Depending on team standards and workflow you may work with tools such as: knowledge platforms (Salesforce Gainsight) collaboration editors (Google Docs Microsoft Word) spreadsheets (Excel) visual capture/design tools (Snagit or equivalent diagramming tools) and video/LMS tools (Camtasia Docebo).

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Benefits of Working at CrowdStrike:

• Market leader in compensation and equity awards

• Comprehensive physical and mental wellness programs

• Competitive vacation and holidays for recharge

• Paid parental and adoption leaves

• Professional development opportunities for all employees regardless of level or role

• Employee Networks geographic neighborhood groups and volunteer opportunities to build connections

• Vibrant office culture with world class amenities

• Great Place to Work Certified across the globe

CrowdStrike is proud to be an equal opportunity employer. We are committed to fostering a culture of belonging where everyone is valued for who they are and empowered to succeed. We support veterans and individuals with disabilities through our affirmative action program.

CrowdStrike is committed to providing equal employment opportunity for all employees and applicants for employment. The Company does not discriminate in employment opportunities or practices on the basis of race color creed ethnicity religion sex (including pregnancy or pregnancy-related medical conditions) sexual orientation gender identity marital or family status veteran status age national origin ancestry physical disability (including HIV and AIDS) mental disability medical condition genetic information membership or activity in a local human rights commission status with regard to public assistance or any other characteristic protected by law. We base all employment decisions--including recruitment selection training compensation benefits discipline promotions transfers lay-offs return from lay-off terminations and social/recreational programs--on valid job requirements.

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