Technical Writer - Telco/NFV Customer Solutions

  • Red Hat
  • Westford, MA, USA
  • Jul 18, 2018
Full time Product Manager

Job Description

Company description

At Red Hat, we connect an innovative community of customers, partners, and contributors to deliver an open source stack of trusted, high-performing solutions. We offer cloud, Linux, middleware, storage, and virtualization technologies, together with award-winning global customer support, consulting, and implementation services. Red Hat is a rapidly growing company supporting more than 90% of Fortune 500 companies.

Job summary

The Red Hat Customer Content Services team is looking for a Technical Writer to join our product documentation team in Westford, MA. In this role, you will work as part of a team that promotes customer loyalty and success by creating technical documentation and content for Red Hat's network functions virtualization (NFV) solution. You’ll focus on Red Hat OpenStack Platform, which is a software-based solution that supports NFV deployments and helps communications service providers move beyond traditional, proprietary hardware to achieve greater efficiency and agility and reduce operations costs. As a Technical Writer, you will partner closely with the product team, developers, testers, and members of the Customer Content Services team to determine common user stories and document procedural, conceptual, and reference material for large telco customers. Familiarity and experience with Linux and networking is a big plus, along with experience working with Git, GitHub, and GitLab. You’ll need to have the ability to approach documentation from the viewpoint of customers and those who have a proven history of working closely with developers and testers.

Primary job responsibilities

  • Create technical documentation and content for Red Hat's NFV solution
  • Work closely with software developers, quality assurance (QA) engineers, product managers, technical support teams, and other stakeholders to create and maintain high-quality documentation
  • Engage and collaborate with customer feedback programs to address content gaps, respond to direct customer feedback, and promote continuous improvement of the documentation experience
  • Keep up to date on changes of our offerings, customer use cases, and support issues
  • Master the use of our internal documentation toolchain, including the publishing platform and issue-tracking tools
  • Evangelize customer viewpoint and always push to produce documentation that is findable, technically accurate, and highly relevant and useful

Required skills

  • Experience with information architecture or 3-5 years of enterprise-level technical writing experience
  • Knowledge of networking fundamentals
  • Working knowledge of and experience operating in a Linux environment using the command line and CLI tools
  • Experience with modular and topic-based documentation, especially converting to topic-based content from traditional book models
  • Ability to read, write, and compile technical documents, including feature descriptions, customer use cases, and release notes using industry best practices
  • Ability to collaborate in a global team environment, proactively engage subject matter experts, and follow through on commitments
  • Experience writing clear and concise procedural documentation for a technical audience
  • Experience with agile and comfort with rapid iteration and fast delivery
  • Familiarity with Red Hat's offerings and related industry offerings
  • Familiarity with version control systems
  • Experience using Git with GitHub and GitLab is a plus