Knowledgebase Technical Writer

• Create and edit knowledgebase content and deliverables from other teams to ensure high-quality English content that adheres to ESET and Knowledgebase standards, and serves also as the main source of knowledge for the AI support chatbot
• Ensure adherence to the ESET style guide, manage workload and tasks, and oversee content quality and standards
• Test and recommend improvements to internal systems, tools, and processes
• Research and promote new ideas for online self-service, technical support services, and product improvements
• Work with HQ participants and global partners and serve as the team expert point of contact, proactively revising/editing content, and report bugs, issues, and user experience reports to responsible teams (development, product management, etc.)
• Train and mentor less experienced colleagues
• Organize relevant internal and external input and information to classify new content correctly within the established
• Knowledgebase categorization hierarchy and recommend new or updated information architecture as necessary
• Collaborate with colleagues to ensure that technical content is discoverable, usable, and informative for the end-user

• Bachelor's or Master's degree (IT, Engineering, English, or related field)
• ESET certifications, or accredited professional/academic certification in a technical or related specialty is an advantage

• 4 years of wo​rk experience in related field
• Knowledge and interest in cybersecurity is an advantage

• Expert-level and measurable skills in English grammar and stylistics
• Experience in editing, proofreading, research, and technical interviewing
• A basic understanding of and interest in IT language (acronyms, expressions, abbreviations, and technical terminology)
• Proficiency in using image editing, screen capturing and recording software
• Intermediate proficiency in HTML
• Technical proficiency with multiple operating systems, including Windows Server/Desktop environments, cloud-hosted, Linux, macOS, and mobile OS (Android/iOS)
• Experience with setting up and using virtual environments for software testing
• Knowledge and experience with content versioning systems (SVN), RDP
• Knowledge and experience with Content or Knowledge Management systems (CMS, KMS) and help authoring tools
• Knowledge and experience with customer success principles such as KCS, topic-based authoring, information design, and other content authoring methodologies
• Knowledge and experience with content analytics/metrics tools and methodologies, and Knowledge Management methodologies

• English C1 level
• Slovak B2 level

• Performance bonus 2 times per year up to 10% of the basic salary paid for the evaluation period (usually 6 months)

• BenefitPlus
• Healthcare (check-ups/annual programs)
• Multisport card
• Travel card "električenka"
• Supplementary pension saving
• Sick days

• Marriage allowance
• Childbirth allowance
• Parental contribution
• ESET family events (Family day, St.Nicholas)

• Refreshments in the office (fruits, coffee, soft drinks)
• Let´s get together breakfast
• Activity room, quiet room
• ESET events (Žranica, Christmas party..), teambuildings

• Loyalty allowance
• Loyalty extra days off
• Loyalty cake
• Loyalty glass award
• Refer a friend
• Christmas presents
• Discounts from external providers

ESET