Technical Writer (AI/NetSuite)

Location: Australia-based; remote

Company

Zone & Co provides an AI-powered financial operations platform embedded in Oracle NetSuite for more than 4,500 customers, covering workflows including Quote-to-Cash, Procure-to-Pay, Treasury, Payroll Management, and Record-to-Report.

What you will do

• Audit ZonePayroll’s Knowledge Base, identify content gaps using support data, analytics, and stakeholder input, and prioritize updates.
• Interpret Jira engineering tickets, reorganize Knowledge Base content, and improve article formatting, metadata, findability, and AI-agent retrieval.
• Update existing articles and create new documentation, validating technical accuracy through in-app testing and reviews with Support, Product, Development, Implementation, and subject-matter experts.
• Manage and publish content in Zendesk or a similar Help Center platform, while tracking article updates and progress against milestones.
• Identify the 10 most common ZonePayroll customer activities and create task-based onboarding modules with walkthroughs, pro tips, and applicable regional variations.
• Create needs-based learning paths and supporting multimedia, including screenshots, 15–30-second videos, and interactive content.

Requirements

• Bachelor’s degree in Technical Communication, English, Instructional Design, or a related field, or equivalent practical experience.
• 3+ years of experience creating and managing Help Center or Knowledge Base content through technical writing.
• 2+ years of experience developing on-demand learning or customer onboarding content using instructional design principles.
• Experience creating and editing multimedia learning content, including screenshots, short videos, and interactive modules.
• Working experience with Jira, including reading and interpreting engineering tickets.
• Based in Australia with the right to work in Australia.

Nice to have

• Payroll domain and/or NetSuite experience.
• Familiarity with Zendesk, Snagit, and Genially.
• Experience structuring content for AI agents or LLM-based search and retrieval.

Culture & Benefits

• Part-time, fixed-term engagement for approximately 3 months from the start date, at around 14 hours per week.
• Fully remote work within a high-velocity global team.
• High-trust flexibility and autonomy with limited micromanagement.
• For non-US jurisdictions, the position is offered as a fixed-term or permanent contract based on the country of residence, subject to a written contract and applicable statutory entitlements.
• Equal opportunity and an inclusive workplace committed to diverse perspectives.