The Technical Content Specialist is responsible for creating, maintaining and optimising customer-facing content and digital adoption experiences that help customers successfully use and gain value from our SaaS products.
Working closely with Product, Customer Success, Support and Engineering teams, this role transforms complex product functionality into clear, engaging and easy-to-understand documentation, knowledge base articles, learning resources, release communications and in-application guidance. The role ensures customers can easily find answers, complete key workflows and confidently adopt product features through self-service channels.
The Specialist also produces and supports materials that underpin formal training and customer education, ensuring product content and training content remain consistent, accurate and mutually reinforcing. All output is expected to meet HSI brand standards and align to both customer experience and training objectives.
The Specialist will lead the administration and continuous improvement of the company’s Digital Adoption Platform (DAP), designing guided walkthroughs, tooltips, onboarding experiences and contextual support that drive user engagement and feature adoption. A key component of the role is creating structured, high-quality content that is optimised for both customer self-service and AI-powered support experiences, ensuring information is discoverable, accurate and easily consumed by search, knowledge management and AI systems.
Success in this role will be measured by content quality, customer adoption outcomes, self-service effectiveness, product engagement and the overall customer experience.
Technical Content Development