[Hiring] Technical Writer @Zone & Co

Role Description

Zone & Co is seeking an Australia-based Technical Writer to join our Product Enablement team on a part-time, fixed-term basis for approximately 3 months from your start date, working around 14 hours per week. You'll partner with Support, Product, and Development to reorganize, update, and expand the ZonePayroll Knowledge Base for both human readers and AI agents. You'll also build a library of bite-sized, on-demand onboarding modules for customers and new hires.

What You'll Do

• Audit the existing Knowledge Base and prioritize content gaps using support ticket data, Knowledge Base analytics, and input from the Support, Implementation, Product, and Development teams.
• Read and interpret Jira engineering and development tickets to understand product changes and features.
• Reorganize the Knowledge Base structure to improve findability and readability, following technical writing and enablement best practices.
• Restructure articles with consistent formatting, headings, and metadata to support both manual browsing and retrieval by internal and external AI agents.
• Update outdated articles and write new ones to close identified gaps, using internal documentation and SME input.
• Validate the technical accuracy of all content through in-app testing and review cycles with SMEs across Support, Product, and Development.
• Manage and publish content within Zendesk (or a similar Help Center platform).
• Confirm the top 10 most common ZonePayroll customer activities during the audit phase, then build a task-based onboarding module for each.
• Write clear how-to walkthroughs for each activity, including pro tips and region-specific variations where applicable.
• Apply adult learning principles and instructional design to create a flexible, needs-based learning path.
• Produce supporting multimedia, including screenshots and short (15–30 second) video clips using Snagit or similar tools, and interactive content using tools such as Genially.
• Maintain detailed records of all new and updated articles, and track progress against milestones within the agreed hours and term.

Qualifications

• Bachelor's degree in Technical Communication, English, Instructional Design, or a related field, or equivalent practical experience.
• 3+ years of technical writing experience creating and managing Help Center or Knowledge Base content.
• 2+ years of experience developing on-demand learning or customer onboarding content using instructional design principles.
• Demonstrated experience creating and editing multimedia learning content (screenshots, short videos, interactive modules).
• Working experience with Jira, including reading and interpreting engineering tickets.
• Based in Australia, with the right to work in Australia.
• Preferred: Payroll domain and/or NetSuite experience.
• Preferred: Familiarity with Zendesk, Snagit, and Genially.
• Preferred: Experience structuring content for AI agents or LLM-based search and retrieval.

Benefits

• High-velocity, fully remote, global team environment.
• Autonomy as a standard, not just a perk.
• Support for professional evolution in a unique SaaS environment.
• High-trust flexibility without micro-management.
• Benefits designed to support life beyond the screen.

Company Description

Zone & Company Software Consulting LLC (“Zone”) is the ERP-native AI platform for financial operations, purpose-built for organizations running on Oracle NetSuite. We are redefining how finance teams operate by delivering an AI-powered system that automates, connects, and scales financial workflows directly within the ERP.

As the AI operating system for finance teams in NetSuite, Zone enables more than 4,500 customers worldwide to run smarter, faster, and with greater accuracy. Our platform spans the full financial lifecycle, including Quote-to-Cash, Procure-to-Pay, Treasury, Payroll Management, and Record-to-Report, eliminating manual processes and unlocking real-time financial intelligence.

By embedding intelligence directly into NetSuite, Zone helps finance teams move beyond reactive work to proactive, strategic impact.