Technical Writer, Process and Enablement

Waterloo / Ontario

Customer Support - Technical Support /

Full-Time /

Hybrid

**Who We Are; What We Do; Where We’re Going**

Magnet Forensics is a global leader in the development of digital investigative software that acquires, analyzes, and shares evidence from computers, smartphones, tablets, and IoT-related devices. We are continually innovating so our customers can deploy advanced and effective tools to protect their companies, communities, and countries.

Serving thousands of customers globally, our solutions are playing a crucial role in modernizing digital investigations, helping investigators fight crime, protect assets, and guard national security.

With employees based around the world, Magnet Forensics has been expanding our global presence. As a part of Magnet Forensics, you can expect to make a difference in the world, no matter what role you play. You’ll be supported through learning and development, not to mention an incredible team with unbelievable talent and integrity.

If you think you would be the right person to join our team working towards this goal, we would love to hear from you

**Your Team**

The Technical Support Operations team is located throughout the globe and is focused on providing support to the main Technical Support organization in their goal to provide exceptional customer service. The Technical Support Operations team includes a unique combination of data detectives, technical wizards, process ninjas and word wranglers that position us to provide the best operational support for Magnet’s Technical Support team.

“The operations team needs a Digital Content designer to create and manage our internal processes and make sure that the greater technical support team is aware of what is expected of them. This is a brand-new role that will help us keep the support team organized and on our path to success.”

**What You Will Accomplish**:
- Document support workflows, escalation procedures, troubleshooting steps, and tool usage guidelines.
- Maintain and organize internal support operations document repository (e.g., Confluence).
- Revise digital content to incorporate process updates
- Partner with support leads and SMEs to capture tribal knowledge and formalize it into repeatable SOPs.
- Continuously audit and update content based on tool changes, customer feedback, or team input.
- Collaborate with the Quality Manager to ensure documented processes align with business needs and quality standards.
- Design and deliver live and asynchronous onboarding and upskilling training for technical support engineers.
- Create reference materials such as job aids, cheat sheets, scenario walkthroughs, and quick-start guides.
- Collaborate with internal teams to integrate training into the support engineer’s workflow.
- Track and report on training effectiveness, using feedback to improve content and delivery.

**What We Are Looking For**:
- There are a couple must haves, but we will keep that list short:

- Bachelor’s degree in instructional design, education, or a related field, with 3-7 years of experience in digital content design or related technical support roles (new graduates with strong potential welcome).
- Expertise in instructional design, accessibility best practices, and the ability to translate complex workflows into clear, user-friendly documentation.
- Proficiency in using learning or content management systems, as well as familiarity with tools like Salesforce, Jira, Confluence, and Google Workspace.
- Strong skills in writing, editing, proofreading, verbal communication, and attention to detail, with excellent time management and organizational abilities.
- A collaborative team player with a self-starter attitude, problem-solving skills, and experience working in fast-paced, cross-functional environments.

**The Most Important Thing**:
- **
CARE** -We care about each other and our mission to make a difference in the world.
- ** OWN** -We are accountable for or results - while never forgetting to act with integrity, empathy, and respect.
- ** DEDICATE** -We put our heart and soul into meeting the needs of our customers and helping them serve the people they protect.
- ** EVOLVE** -We are constantly innovating and exploring new ways to work together to make an impact with our work.

**Compensation & Benefits**:
- Compensation Range:

- MIN: $87,200 - MID: $109,000 - MAX: $130,800 Currency: CAD
- Magnet is proud to offer benefits such as:

- Generous time off policies
- Competitive compensation
- Volunteer opportunities
- Reward and recognition programs
- Employee committees & resource groups
- Healthcare and retirement benefits
- _
- All offers of employment at Magnet are contingent upon satisfactory completion of a background check. All background checks will be conducted in accordance with all applicable laws. Magnet will consider each position’s job duties, among other factors, in determining what constitutes satisfactory completion of the background check. Refusa