Full-Time Senior Technical Writer

Your CareerAs a technical writer at Palo Alto Networks, you will help our customers deploy and use the Cortex products (XSIAM, Cloud, XDR, XSOAR, and XPANSE), the industry's first extended detection and response platform that runs on integrated endpoint, network and cloud data to reduce noise and focus on real threats. As customers deploy new security features, you’ll play a key role in documenting how customers can best adopt and use them in their security operations centers. By developing high-quality content, you will ensure their success in using our services, help our customers safely protect their endpoints, and respond to threats across their organization. We are looking for a writer who is passionate about how our users experience documentation, curious about how the product works, and determined to develop the workflows and best practices that enable users to successfully deploy our technologies. This effort will directly help our users fully utilize the platform to protect their enterprise resources and generate fewer calls to our support organization.

Your Impact

• Facility with technology—You’re curious, not afraid to be hands-on with the products, and are familiar with public and hybrid cloud deployments and infrastructures so that you can empathize with the challenges our customers face
• Know the craft—You like writing more than you like doing anything else and you believe that delivering high-quality documentation is the cornerstone of customer success. You have an innate ability to think like and write for administrators, and can articulate not only how something works, but also when and why to use a particular configuration/setting. You can also follow an established writing style guide and work with your editors to provide consistent and cohesive content, and the best possible documentation for our customers
• Innovation—You are creative, and love to experiment with new ways to present information in a way that enables a positive user experience with our products
• Organization—You can take large amounts of technical details and organize them into topics that users can easily find and use to solve their security problems
• Initiative—You’re not afraid to propose changes and have a proactive and open-minded attitude to resolving problems and delivering results
• Interpersonal skills—You are able to work with developers, QA, PMs, customers, SEs, and support to successfully gather information required to understand the problems our users are facing and the ways our products help to solve them. You think and work independently, but operate as part of a team
• Adaptable—You can prioritize, adjust to changes midstream, and succeed in an ambiguous environment with competing demand

Your Experience

• BA/BS or equivalent experience required
• Minimum 5 years of proven technical writing experience with topic-based writing and delivering content to enable a rich and engaging learning experience for users. For example, you have created in-app help, onboarding tutorials, use case examples, and best practices guides, that enable customer success. Experience writing microcopy and content for blogs is a plus.

Other Requirements

• Excellent communication and interpersonal skills, with the ability to ask the right questions
• Knowledge of cloud security or SOC platforms
• Ability to see the big picture and proven track record of writing concepts and tasks from scratch
• Strong initiative and ability to work independently and as part of a team, work under pressure, and maintain focus while keeping a sense of humor
• Ability to learn new technologies in a short time to find out not only how something works, but also when and why to use a configuration/setting
• Demonstrated ability to work independently in a dynamic environment with distributed team members
• Proficient with DITA and XML authoring
• Video tutorial creation
• Experience with source control tools, bug tracking/collaboration tools (GitHub/Jira/Confluence), and build tools

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