Manager Technical Writing

Job Description

This is a remote position.

Designation : - Knowledge Manager

Location : Bangalore / Mysore / Remote

Job Type : Full-time

Department : Solution Delivery

About the Role

We are looking for an experienced Knowledge Manager with strong technical writing skills to create and manage our

product knowledge base, FAQs, and AI-driven support content. This role will directly contribute to the success of our AI

agentic L1 support systems, enabling up to 60% case resolution through automation and self-service. The ideal

candidate will combine the structured communication skills of a technical writer with the strategic mindset of a knowledge

leader.

Key Responsibilities

1. Knowledge Base & Documentation : Create, structure, and maintain product documentation, FAQs, and

process guides in a clear, concise, and user-friendly manner.

2. Technical Writing Excellence : Translate complex technical concepts into simple, customer-friendly

explanations, ensuring accessibility for both technical and non-technical users.

3. AI Agent Enablement : Fine-tune AI-driven responses and optimize Freshworks AI (Freddy AI) capabilities to

improve automated L1 resolution rates.

4. Content Governance : Define content standards, editorial style guides, and workflows to ensure accuracy,

consistency, and version control.

5. Customer Query Analysis : Analyze recurring support queries, identify content gaps, and refine knowledge

assets for better case deflection.

6. Collaboration : Work closely with product managers, engineers, and customer support teams to ensure

documentation reflects the latest updates.

7. Performance Tracking : Monitor knowledge base usage, AI agent success metrics, and customer self-service

adoption.

Requirements

Required Qualifications

• 5–7 years of experience in knowledge management, technical writing, or product support
• documentation.
• Proven ability to write, edit, and organize technical content for diverse audiences.
• Strong working knowledge of Freshworks AI (Freddy AI, bots, automation) or similar AI-driven CX
• platforms.
• Familiarity with information architecture, content structuring, and taxonomy design.
• Analytical ability to derive insights from customer queries and translate them into clear, actionable
• documentation.
• Excellent written and verbal communication with meticulous attention to detail.

Preferred Qualifications

Requirements

Experience