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Job Details

Technical Writer

Location
Irvine, CA

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Cylance is one of the fastest growing companies in the history of cybersecurity. By successfully applying artificial intelligence and machine learning to crack the DNA of malware, Cylance has redefined the endpoint protection market, garnered acclaim from industry analysts and won numerous awards including “Best Emerging Vendor” from SC Magazine. If you have the passion and desire to disrupt industries, protect the world from cyberattacks, and be at the forefront of a revolutionary new technology, we want you to join us!
PURPOSE
This position creates technical documents for internal and customer use at Cylance.
ESSENTIAL RESPONSIBILITIES
Drafts and creates technical and training documents for internal and customer use for
Works closely with Cylance’s Engineering teams to deliver solutions in written form to complex technical issues, while also delivering high-level support to customers.
Tests and develops solutions to document for complex problems while communicating customer needs to the Engineering and Product Development teams.
Responds to requests via phone or email in a very timely, courteous and professional manner.
Assists in the development of training materials to empower product support personnel.
Documents technical resolutions to increase the Cylance knowledge base as needed.
Stays up-to-date on the latest Cylance products and services, industry best practices, and customer needs; attends applicable trainings, conferences, and learns new tools as needed.
Learns and develops new skills quickly as needed.
Protects Cylance operations by keeping information confidential.
Performs other duties as assigned.
EDUCATION AND/OR WORK EXPERIENCE
Five years minimum related experience in technical writing and/or other related technical experience.
Bachelor’s in related field; Master’s degree or PhD can be substituted for equivalent years of experience.
CRITICAL SKILLS
This position may utilize one or more of the following critical skills to complete tasks and to satisfy the essential responsibilities of this role:
Senior ability to provide customer support and use customer support tools.
Senior ability to use software such as Microsoft Office Suite and Adobe products to create documents.
Effectively communicates in verbal and written form to various stakeholder’s who have differing levels of technical knowledge.
OTHER
The physical demands listed below are essential to perform the duties of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties for this position.
This position requires the ability to sit or stand at a desk, utilize laptops/computer screens and other applicable hardware throughout the entire workday.
The employee is frequently required to use hands to type, feel, and handle computer equipment.
Specific vision abilities required to perform essential job duties include close vision.
he employee will work in a collaborative professional work environment and exposed to various noise levels throughout the office.

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