Fortinet is seeking a talented Technical Writer to play a key role in shaping the Fortinet Support Community. In this role, you will transform technical expertise into accessible, high-quality content that empowers customers, partners, and internal teams. By collaborating with Fortinet Support and community stakeholders, you will ensure our knowledge base and forums drive customer success across internal, external, and GenAI-enabled channels and strengthen our Service Technology Platform
Responsibilities:
1. Review, edit, and moderate community content to ensure accuracy, clarity, and relevance.
2. Create and maintain high-quality technical knowledge base articles and multimedia resources.
3. Partner with Fortinet Support teams to identify trends, analyze common queries, and proactively recommend content updates.
4. Foster engagement in the Support Community by collaborating with customers, partners, and Super Users.
5. Monitor forums to ensure professional, appropriate participation; remove or block inappropriate content as needed.
6. Contribute to programs that empower users to self-solve technical issues using Fortinet products.
7. Work independently while maintaining strong cross-functional collaboration.
Key Skills & Attributes:
8. Experienced communicator – Strong writer and solid understanding of technical concepts
9. Ability to thrive in a dynamic and fast-paced environment
10. Demonstrates a change-oriented mindset by adapting quickly to evolving technologies, processes, and community needs, while proactively seeking opportunities to improve content and user experience.
11. Flexible, team-oriented, collaborative work style and a positive attitude are required
12. Ability to establish and maintain strong cross-functional working relationships
13. Ability to complete tasks with a high degree of accuracy utilizing strong analytical and organizational skills
14. Creative problem-solver
15. Experience with online community, federated search, web development, editing and content management
16. High proficiency and experience with MS Office Suite (Word, Excel, PowerPoint, etc.)
Experience & Education:
17. Minimum five years in technical support related field, technical documentation, support operations, or equivalent.
18. 4-year university degree preferred (BA or BS)