Technical Writer

About The Job

Zone & Co is seeking an Australia-based Technical Writer to join our Product Enablement team on a part-time, fixed-term basis for approximately 3 months from your start date, working around 14 hours per week. You'll partner with Support, Product, and Development to reorganize, update, and expand the ZonePayroll Knowledge Base for both human readers and AI agents. You'll also build a library of bite-sized, on-demand onboarding modules for customers and new hires.

The ideal candidate has proven Help Center and instructional design experience, is comfortable creating multimedia content, and can read and interpret Jira tickets. Payroll and NetSuite experience is preferred.

What You'll Do

• Audit the existing Knowledge Base and prioritize content gaps using support ticket data, Knowledge Base analytics, and input from the Support, Implementation, Product, and Development teams.
• Read and interpret Jira engineering and development tickets to understand product changes and features.
• Reorganize the Knowledge Base structure to improve findability and readability, following technical writing and enablement best practices.
• Restructure articles with consistent formatting, headings, and metadata to support both manual browsing and retrieval by internal and external AI agents.
• Update outdated articles and write new ones to close identified gaps, using internal documentation and SME input.
• Validate the technical accuracy of all content through in-app testing and review cycles with SMEs across Support, Product, and Development.
• Manage and publish content within Zendesk (or a similar Help Center platform).
• Confirm the top 10 most common ZonePayroll customer activities during the audit phase, then build a task-based onboarding module for each.
• Write clear how-to walkthroughs for each activity, including pro tips and region-specific variations where applicable.
• Apply adult learning principles and instructional design to create a flexible, needs-based learning path.
• Produce supporting multimedia, including screenshots and short (15–30 second) video clips using Snagit or similar tools, and interactive content using tools such as Genially.
• Maintain detailed records of all new and updated articles, and track progress against milestones within the agreed hours and term.

What You'll Need
• Bachelor's degree in Technical Communication, English, Instructional Design, or a related field, or equivalent practical experience.
• 3+ years of technical writing experience creating and managing Help Center or Knowledge Base content.
• 2+ years of experience developing on-demand learning or customer onboarding content using instructional design principles.
• Demonstrated experience creating and editing multimedia learning content (screenshots, short videos, interactive modules).
• Working experience with Jira, including reading and interpreting engineering tickets.
• Based in Australia, with the right to work in Australia.
• Preferred: Payroll domain and/or NetSuite experience.
• Preferred: Familiarity with Zendesk, Snagit, and Genially.
• Preferred: Experience structuring content for AI agents or LLM-based search and retrieval.

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