Support Writer (Senior Technical Writer)

Skeletons, lasers, monster trucks — the Torq brand grabs attention like nothing else in cybersecurity. And we’re growing like crazy, with $70M in Series C funding, 200% employee growth, and 300% revenue growth in 2024. Fueling Torq’s growth are our game changing agentic AI security solutions, backed by a team and culture that makes Torq one of Forbes’ Best Startup Employers in America, and a Business Insider ‘startup to bet your career on’.

Life at Torq is all gas, no brakes. We’re a team of relentless, collaborative go-getters pushing the boundaries of what’s possible for security automation. Every role is an essential driver of Torq’s success as the AI-native autonomous SecOps platform of choice for security teams across the Fortune 500. Excited about our vision and ready to make an impact as we grow? We’d love to see what you can bring to the team.

We’re on the lookout for a Support Writer to join our growing Knowledge Experience team. This role blends technical writing, support insight, and proactive content strategy. You’ll analyze support tickets and chatbot conversations to identify trends and documentation gaps, then create and improve content that reduces friction and helps customers succeed.

What You’ll Be Doing?

• Monitor and analyze support tickets and chatbot conversations to spot trends, recurring questions, and areas where self-service documentation can help.
• Translate these insights into clear, user-focused articles, FAQs, and troubleshooting guides that anticipate and solve problems.
• Collaborate closely with Support, Product, Engineering, and Field Engineering teams to ensure accuracy and consistency across all content.
• Continuously refine documentation to improve searchability, readability, and user experience, ensuring customers find answers fast.
• Manage updates and revisions for existing documentation while maintaining consistency and quality across all content.
• Track the impact of new and updated content (e.g., reduction in ticket volume, improved chatbot accuracy) and adjust strategy accordingly.
  
  

• A collaborative team player with curiosity and a passion for helping users succeed.
• 3 - 5 years of experience in technical support, technical writing, support content, or knowledge management (B2B SaaS experience is a plus).
• Strong analytical skills to identify patterns in tickets, chat logs, and user feedback.
• Must have proven writing experience demonstrating the ability to explain complex concepts in a clear, concise, and user-friendly style.
• Outstanding written and verbal communication skills in English.
• Comfortable working cross-functionally and managing multiple priorities.
• Familiarity with cybersecurity is a plus.