Software Support Content Writer

Job Description : Software Support Content Writer

WHO WE ARE

Esko is a part of  Veralto’s Product Quality & Innovation companies. Esko is a global provider of integrated software and hardware solutions that accelerate the go-to-market process of packaged goods. Our products empower teams to support and manage the packaging design and print processes for brand owners, retailers, pre-media and trade shops, manufacturers, and converters.

Veralto is a global leader in essential technology solutions with annual revenue of nearly $5 billion and a proven track record of solving some of the most complex challenges we face as a society. Our industry-leading companies and globally recognized brands are building on a long-established legacy of innovation and customer trust to create a safer, cleaner, more vibrant future. Veralto is headquartered in Waltham, Mass. with 13 operating companies and 300+ locations worldwide. Our global team of 16,000 associates is committed to making an enduring positive impact on the world and is united by a powerful purpose:  Safeguarding the World’s Most Vital Resources™.

Imagine a world where everyone has access to clean water, safe food and medicine, and trusted essential goods. That is the tomorrow Veralto (VLTO) is creating today.

Veralto’s Product Quality & Innovation companies—Esko, Linx, Pantone, Videojet, and X-Rite—help package and protect the world’s food, medicine, and essentials, tracing and authenticating billions of goods that travel the global supply chain every day.

Veralto’s Water Quality companies—Aquatic Informatics, ChemTreat, Hach, McCrometer, OTT HydroMet, Sea-Bird Scientific, Trojan Technologies and XOS—help manage, treat, purify, and protect the global water supply, from municipal and industrial wastewater treatment facilities to lakes, rivers, watersheds, and oceans.

WHAT YOU CAN EXPECT FROM ESKO

We are committed to creating a diverse and inclusive organization and are proud to be an equal opportunity employer. We welcome every voice and are committed to building a truly inclusive environment where your differences are not just welcomed; they are celebrated. We’re building a best- in-class experience for our employees and are always identifying opportunities to encourage our team to be their authentic selves. Personal development opportunities or professional stretch assignments, you can expect Esko to support you!

If you’ve read the job description and are worried that you don’t have every box ticked, that’s still OK, you can still drop us a line to talk about why you think you’re just right for this role.

Job Summary

The Software Support Content Writer is responsible for creating, maintaining, and improving customer-facing and internal support content. This role focuses on developing high‑quality knowledge articles, transforming support handover videos into structured learning modules, and qualifying the communication standards of support engineers through the review of customer interactions. The role requires excellent written and verbal communication skills, strong learning agility, and the ability to collaborate effectively with support, training, and enablement stakeholders.

Job Description

Key Responsibilities

Knowledge Content Development

• Author, edit, and maintain clear, accurate, and customer‑centric knowledge base articles, Guidelines, Standard Work Instructions and other support documentation.
• Ensure content adheres to defined standards for tone, clarity, consistency, and usability.
• Regularly review and update existing articles based on product changes, support feedback, and customer usage patterns.

Release Train and System Requirements

• Actively participate as a member of the product release train team to support successful delivery of new software versions.
•  Own the development, validation, and readiness of System Requirements and release-related support content well ahead of planned release dates.
• Collaborate closely with R&D, Product Management, Quality Assurance, and other stakeholders to gather accurate and timely inputs required for system requirements.
• Translate technical and architectural changes into clear, customer-facing system requirement documentation aligned to release scope.
• Ensure system requirements are reviewed, approved, and published in line with release milestones and internal governance processes.
• Proactively track upcoming releases and identify content dependencies, risks, or gaps that could impact support readiness.
• Act as the communication bridge between product teams and support to ensure system requirements are clearly understood and consistently communicated.

Training and Enablement Content

• Convert support handover videos, recordings, and walkthroughs into structured learning modules, reference guides, and written documentation.
• Create a Case Journal or Case Lifecycle modules based on existing support Guidelines, Standard Work Instructions.
• Collaborate with Support Enablement and Learning & Development teams to align content with training objectives and onboarding needs.

Communication Quality Evaluation

• Review and assess support engineers’ customer interactions (calls, chats, emails, and tickets) to evaluate communication effectiveness.
• Identify gaps in clarity, empathy, professionalism, and product explanation.
• Provide structured feedback and actionable recommendations to improve communication quality and customer experience.

Continuous Learning and Improvement

• Quickly learn and stay updated on products, workflows, support tools, and customer use cases.
• Proactively identify opportunities to improve content coverage, reduce repetitive support queries, and enhance self‑service effectiveness.

Collaboration and Stakeholder Management

• Work closely with Support Engineers, Support Managers and Team Leaders, Product Teams, and Enablement partners to ensure content accuracy and relevance.
• Act as a communication subject‑matter partner for standardizing messaging across support channels.

Required Qualifications and Experience

Required Skills and Competencies

Core Skills

• Exceptional written and verbal communication skills, with the ability to simplify complex technical concepts.
• Proven expertise in writing knowledge articles, support documentation, and learning content.
• Strong analytical ability to evaluate communication quality and identify improvement areas.

Professional Competencies

• High learning agility with the ability to rapidly understand new products and processes.
• Excellent interpersonal and collaboration skills, with confidence in working across teams and functions.
• Strong attention to detail and commitment to quality and accuracy.
• Ability to manage multiple content initiatives while meeting deadlines.
• Collaborates effectively with cross-functional teams to establish and nurture strong working relationships.

Preferred Qualifications

• Any Bachelor’s degree with good command over English and Communications.
• Technical Writing course is a plus.
• 1 to 2 years experience working with support teams, SaaS products, or technical/customer support environments.
• Familiarity with video editing tools like Camtasia, Articulate is a plus.
• Knowledge of Salesforce, Confluence is an added advantage.
• Prior experience in communication quality review, training content creation, or enablement is an advantage.

Success Indicators

• Improved clarity, consistency, and usability of support knowledge articles.
• Effective transformation of support knowledge into reusable learning modules.
• Measurable improvement in support engineers’ communication quality and customer interaction scores.
• Positive feedback from support, enablement, and leadership stakeolders.

What We Value

We believe that real breakthroughs come from teams that think big and respect each other’s differences – different ideas, different perspectives, and different experiences. We encourage all voices to be heard, both internally as we collaborate and externally as we listen to our customers’ most pressing needs. And we would love to have you on this journey with us! Apply today.

Our Culture

More important than what we do is how we operate together as a team across our global organization. Each of our businesses has a unique local culture which is inspired by variety of perspectives our diverse team members bring to the table. However, Veralto and all our businesses share the same foundation comprised of our values and passion for continuous improvement through the Veralto Enterprise System that enables our teams to bring our unifying purpose to life around the world.

Our Values

• We serve humanity with purpose and integrity.
• We unlock ingenuity for customer success.
• We deliver results as a team.
• We continually improve for enduring impact.

Our offer

• We grow talent; we give you the opportunity to develop your career based on your strengths. ESKO is a career destination for engaged passionate and talented people who are driven to seek innovation, growth, and opportunity.
• A career with ESKO will push you and challenge you, providing growth opportunities and the
• prospects to advance your career.
• If you are a driven high achiever, you will work with committed, like-minded people, giving you the
• support to reach your full potential.
• At Veralto, your potential is amplified. Our culture of continuous improvement defines who we are, drives our success, and translates to a career without limits for our team of curious associates.

Equal Opportunity:

Veralto Corporation and all Veralto Companies are committed to equal opportunity regardless of race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. We value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve.  Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.

At Veralto, we value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve.  Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.
 

Unsolicited Assistance

We do not accept unsolicited assistance from any headhunters or recruitment firms for any of our job openings. All resumes or profiles submitted by search firms to any employee at any of the Veralto companies, in any form without a valid, signed search agreement in place for the specific position, approved by Talent Acquisition, will be deemed the sole property of Veralto and its companies. No fee will be paid in the event the candidate is hired by Veralto and its companies because of the unsolicited referral.