The primary purpose of this role is to write, edit, and standardize internal knowledge base articles used by NETGEAR customer support agents to assist customers with NETGEAR hardware products and software applications. The ideal candidate has prior experience as a support agent or writing content for agents, possesses excellent written and verbal communication skills, and is a superb analytical thinker who can simplify complex topics for support agents of varying experience. Candidates will be required to submit a portfolio of technical writing samples.

This is a full-time, hybrid position at NETGEAR’s San Jose HQ or Richmond, British Columbia office.

Key Responsibilities

• Work cross-functionally with Support and Engineering teams to create, edit, and archive support agent knowledge base articles to comply with tech writing best practices and corporate style guidelines.
• Review published materials and recommend revisions or changes in scope, format, and content.
• Track witing projects efficiently and accurately.

Required Qualifications

• 1+ years of experience in a customer support role or creating content for customer support agents.
• Bachelor’s degree.
• Curiosity and passion for learning new technologies.
• Experience writing and editing technical documents and internal communications.
• Ability to comply with style guidelines and restructure existing documentation to improve usability and consistency.
• Ability to ensure consistent proper usage of grammar, spelling, and punctuation.
• Ability to work with subject matter experts to ensure accuracy of technical content.
• Ability to communicate technical information to audiences with a wide range of technical knowledge.
• Strong attention to detail.
• Ability to learn new concepts, tools, and processes quickly.
• Ability to juggle competing priorities.
• Ability to plan and prioritize multiple projects simultaneously while adapting to changing deadlines and requirements.
• Ability to deliver quality documentation under tight deadlines.
• Ability to work both independently and as a member of a team in a fast-paced environment.
• Experience with Microsoft Word.

Preferred Qualifications

• Knowledge of networking and cellular device technologies.
• Experience writing documentation in DITA XML.
• Experience with DITA authoring tools, preferably Heretto or other CCMS.
• Experience with knowledge base tools; Salesforce Knowledge experience is a plus.
• Experience writing or publishing web content.
• Familiarity with Microsoft Excel and Microsoft Outlook.
• Knowledge of HTML.
• Familiarity with JIRA and Confluence.
• Familiarity with leveraging AI tools for content analysis.

Company Statement/Values At NETGEAR, we are on a mission to unleash the full potential of connectivity with intelligent solutions that delight and protect. We turn ideas into innovative networking products that connect people, power businesses, and advance the way we live.

We're a performance-driven, talented and connected team that's committed to delivering world-class products for our customers. As a company, we value our employees as the most essential building blocks of our success. And as teammates, we commit to taking our work to the Next Gear by living our values: we Dare to Transform the future, Connect and Delight our customers, Communicate Courageously with each other and collaborate to Win It Together . You’ll find our values woven through our processes, present in our decisions, and celebrated throughout our culture.

We strive to attract top talent and create a great workplace where people feel engaged, inspired, challenged, proud and respected. If you are creative, forward-thinking, passionate about technology and are looking for a rewarding career to make an impact, then you've got what it takes to succeed at NETGEAR. Join our network and help us shape the future of connectivity.

NETGEAR hires based on merit. All qualified applicants will receive equal consideration for employment. All your information will be kept confidential according to EEO guidelines.