CrowdStrike is seeking a Technical Writer to join the Knowledge Management team. In this high-impact role, you will create, curate, and improve our support knowledge base to empower customers and internal teams, reduce resolution times, and drive a leading self-service experience. You'll work with modern AI-assisted authoring tools and be responsible for the entire content lifecycle.
What You'll Do
- Write concise, task-oriented support articles aligned with Knowledge-Centered Service (KCS) principles for technical and non-technical audiences.
- Edit and refactor existing articles to improve clarity, structure, findability, and tone, enforcing style guide standards.
- Proactively identify content gaps using support signals like case drivers and search data, then create or refresh articles to reduce time-to-resolution.
- Partner with Support, Product, Engineering, and subject matter experts to capture technical details and validate steps for real-world customer scenarios.
- Drive knowledge governance, including ownership, lifecycle reviews, versioning, deprecation, and taxonomy best practices.
- Use AI tools responsibly to accelerate drafting, summarization, and standardization while maintaining human accountability for correctness and security.
- Build and maintain a prompt library with templates and reusable patterns for common knowledge management workflows.
- Establish lightweight quality controls for AI-assisted content, including source verification, hallucination checks, and peer review.
- Optimize content for AI retrieval experiences by applying structured writing, chunking, metadata, and clear source-of-truth linking.
- Create high-quality visuals like annotated screenshots, diagrams, process flows, decision trees, and quick-reference graphics.
- Apply information design principles to make content scannable and accessible with clear layout, hierarchy, callouts, and consistent iconography.
- Maintain visual standards and reusable templates to align documentation with brand and UX best practices.
- Learn and apply new media formats, such as short videos and microlearning assets, to support onboarding and customer education.
- Collaborate on knowledge campaigns and enablement initiatives to drive adoption and engagement.
What We're Looking For
- Proven experience as a technical writer creating customer-facing support content for knowledge bases, support articles, or technical enablement.
- Working knowledge of KCS concepts or a strong understanding of support content best practices like case deflection and search optimization.
- Demonstrated ability to translate complex technical workflows into clear, actionable steps with strong editorial discipline.
- Experience using content creation and publishing tools like knowledge platforms, documentation systems, and collaboration software.
- AI working knowledge with practical experience using LLM-based tools for drafting and editing, plus an understanding of responsible use, verification, and secure data handling.
- Prompt management fundamentals: ability to write, test, iterate, and maintain reusable prompts and document standards.
- Strong visual communication skills with experience creating or directing documentation visuals like screenshots, diagrams, and 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.
Nice to Have
- Experience with online communities and support platforms, especially 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 like search terms and deflection rates, and turning data into content strategy.
- Experience with multimedia tools and learning platforms such as Camtasia, Docebo, or LMS/video workflows.
- Comfort with structured content practices like taxonomies, metadata, controlled vocabularies, and content ops governance.
Technical Stack
- Salesforce Knowledge, Gainsight
- Google Docs, Microsoft Word, Excel
- Snagit or equivalent screenshot tools
- Diagramming tools, Camtasia, Docebo
Team & Environment
You will be part of the Knowledge Management team at CrowdStrike.
Benefits & Compensation
- Market leader in compensation and equity awards
- Comprehensive physical and mental wellness programs
- Competitive vacation and holiday policies
- Paid parental and adoption leaves
- Professional development opportunities for all employees
- Employee Networks, geographic neighborhood groups, and volunteer opportunities
- Vibrant office culture with world-class amenities
CrowdStrike is proud to be an equal opportunity employer committed to fostering a culture of belonging and does not discriminate on the basis of race, color, creed, ethnicity, religion, sex, sexual orientation, gender identity, marital or family status, veteran status, age, national origin, ancestry, physical disability, 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.
