CrowdStrike
Technical Writer, Knowledge Management (AI-Enabled Support Content)
As a global leader in cybersecurity, CrowdStrike protects the people, processes and technologies that drive modern organizations. Since 2011, our mission hasn’t changed — we’re here to stop breaches, and we’ve redefined modern security with the world’s most advanced AI-native platform. Our customers span all industries, and they count on CrowdStrike to keep their businesses running, their communities safe and their lives moving forward. We’re also a mission-driven company. We cultivate a culture that gives every CrowdStriker both the flexibility and autonomy to own their careers. We’re always looking to add talented CrowdStrikers to the team who have limitless passion, a relentless focus on innovation and a fanatical commitment to our customers, our community and each other. Ready to join a mission that matters? The future of cybersecurity starts with you.
About the Role:
We’re looking for a Technical Writer to join our Knowledge Management team. This is a high-impact role responsible for the creation, curation, and continuous improvement of CrowdStrike’s support knowledge base—helping customers and internal teams resolve issues faster, reduce ticket volume, and drive a best-in-class self-service experience.
This role is ideal for a writer who is equally comfortable crafting crisp KCS-style articles and leveraging modern tooling—including AI-assisted authoring, prompt management, and visual documentation design—to scale high-quality support content.
What You’ll Do:
Knowledge authoring & KCS execution
Write concise, task-oriented support articles aligned with Knowledge-Centered Service (KCS) principles, ensuring content is accurate, current, and usable for both technical and non-technical audiences.
Edit and refactor existing articles to improve clarity, structure, findability, and tone; enforce style guide standards and consistency.
Proactively identify content gaps using support signals (case drivers, search terms, deflection data, release changes, and emerging trends), then create/refresh articles to reduce time-to-resolution.
Partner with Support, Product, Engineering, and SMEs to capture technical details, validate steps, and ensure content reflects real-world customer scenarios.
Drive knowledge governance: ownership, lifecycle reviews, versioning, deprecation, and taxonomy/tagging best practices.
AI-enabled documentation & prompt management
Use AI tools responsibly to accelerate drafting, summarization, rewriting, and standardization—while maintaining human accountability for correctness, security, and customer impact.
Build and maintain a prompt library (templates, system instructions, reusable patterns) for common KM workflows such as article creation, troubleshooting step extraction, release-note-to-KB conversion, and tone/format normalization.
Establish lightweight quality controls for AI-assisted content (source verification, hallucination checks, citation/traceability to trusted references, and peer/SME review).
Optimize content for AI retrieval experiences (e.g., chatbot/RAG readiness) by applying structured writing, chunking, metadata, and clear “source-of-truth” linking.
Visual/graphic design for documentation
Create high-quality visuals that improve comprehension: annotated screenshots, diagrams, process flows, decision trees, and quick-reference graphics.
Apply information design principles to make content scannable and accessible (layout, hierarchy, callouts, warnings, tables, and consistent iconography).
Maintain visual standards and reusable templates to ensure documentation aligns with brand and UX best practices.
Multimedia and training enablement
Learn and apply new media formats (short videos, walkthroughs, microlearning assets) to support onboarding and customer education.
Collaborate on knowledge campaigns and enablement initiatives that drive adoption and engagement.
What You’ll Need:
Proven experience as a technical writer creating customer-facing support content (knowledge base, support articles, release communications, or technical enablement).
Working knowledge of KCS concepts and/or a strong understanding of support content best practices (case deflection, search optimization, article quality indexing).
Demonstrated ability to translate complex technical workflows into clear, actionable steps with strong editorial discipline (clarity, grammar, tone, and consistency).
Experience using content creation and publishing tools (e.g., knowledge platforms, documentation systems, collaboration/editing tools).
AI working knowledge: practical experience using LLM-based tools for drafting and editing, plus an understanding of responsible use (verification, privacy, secure handling of sensitive data).
Prompt management fundamentals: ability to write, test, iterate, and maintain reusable prompts; track what works; and document prompting standards for consistent outcomes.
Strong visual communication skills with experience creating or directing documentation visuals (screenshots, diagrams, simple infographics).
Strong problem-solving skills, comfort managing multiple priorities, and a bias toward action and continuous improvement.
Passion for delivering exceptional customer experience and measurable support impact.
Bonus Points:
Experience with online communities and support platforms—especially Salesforce Knowledge and/or Gainsight.
Familiarity with cybersecurity, cloud platforms, endpoints, identity, or networking concepts (or a strong ability to learn technical domains quickly).
Experience with KB analytics (search terms, deflection rates, case correlation, content health metrics) and turning data into content strategy.
Experience with multimedia tools and learning platforms (e.g., Camtasia, Docebo, LMS/video workflows).
Comfort with structured content practices (taxonomies, metadata, controlled vocabularies) and content ops governance.
Tools You May Use:
Depending on team standards and workflow, you may work with tools such as: knowledge platforms (Salesforce, Gainsight), collaboration editors (Google Docs, Microsoft Word), spreadsheets (Excel), visual capture/design tools (Snagit or equivalent, diagramming tools), and video/LMS tools (Camtasia, Docebo).
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Benefits of Working at CrowdStrike:
Market leader in compensation and equity awards
Comprehensive physical and mental wellness programs
Competitive vacation and holidays for recharge
Paid parental and adoption leaves
Professional development opportunities for all employees regardless of level or role
Employee Networks, geographic neighborhood groups, and volunteer opportunities to build connections
Vibrant office culture with world class amenities
Great Place to Work Certified™ across the globe
CrowdStrike is proud to be an equal opportunity employer. We are committed to fostering a culture of belonging where everyone is valued for who they are and empowered to succeed. We support veterans and individuals with disabilities through our affirmative action program.
CrowdStrike is committed to providing equal employment opportunity for all employees and applicants for employment. The Company does not discriminate in employment opportunities or practices on the basis of race, color, creed, ethnicity, religion, sex (including pregnancy or pregnancy-related medical conditions), sexual orientation, gender identity, marital or family status, veteran status, age, national origin, ancestry, physical disability (including HIV and AIDS), mental disability, medical condition, genetic information, membership or activity in a local human rights commission, status with regard to public assistance, or any other characteristic protected by law. We base all employment decisions--including recruitment, selection, training, compensation, benefits, discipline, promotions, transfers, lay-offs, return from lay-off, terminations and social/recreational programs--on valid job requirements.
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