At a glance
- Location
- Cape Town
About the role
- The Technical Content Strategist will translate complex technical and operational information into clear, trusted guidance for internal and external audiences. This role shapes how knowledge is created, governed, and measured to support operational efficiency, customer trust, and AI-powered experiences. You will collaborate across multiple departments to ensure content is accurate, scalable, and optimized for discoverability.
Responsibilities
- Identify, assess, and document current business processes while acting as an early signal for upcoming product, regulatory, policy, and industry changes.
- Partner with subject-matter experts to capture changes, assess content impact, and publish updates.
- Establish sustainable content-maintenance practices including ownership, review cycles, version control, and retirement criteria.
- Test and verify new or updated processes using realistic scenarios to confirm accuracy and usability.
- Facilitate reviews with stakeholders to resolve conflicting input and document approved outcomes.
- Create, edit, and review high-quality written and multimedia content including knowledge articles, process documentation, and troubleshooting guides.
- Develop and maintain content models, taxonomies, metadata, templates, and governance standards.
- Conduct content inventories, audits, and lifecycle reviews to identify duplication and improvement opportunities.
- Apply SEO and internal search best practices to improve content discoverability and alignment with customer journeys.
- Define and monitor content success measures such as traffic, engagement, helpfulness, and self-service completion.
Requirements
- At least two years of experience in technical support, customer support, technical operations, or a closely related field.
- At least two years of technical, UX, or content-writing experience.
- Demonstrated ability to convert complex technical or operational information into clear, audience-appropriate content.
- Strong written and verbal communication skills with excellent command of grammar and information organization.
- Proficiency in Microsoft 365 applications including Outlook, Word, Excel, SharePoint, and PowerPoint.
- Advanced knowledge of Adobe Experience Manager (AEM) including authoring, components, templates, and workflows.
- Advanced knowledge of SEO and content discoverability including keyword research, search intent, and structured data concepts.
- Familiarity with Jira and Confluence for content collaboration and workflow management.
- Ability to manage multiple projects, stakeholders, and deadlines in a fast-changing environment.
- Experience collaborating with subject-matter experts and managing content through review and approval workflows.
Preferred qualifications
- Experience using content analytics tools such as Adobe Analytics, Google Analytics, or Google Search Console.
- Strong understanding of content strategy practices including content modeling, taxonomy, and lifecycle management.
- Experience designing content for conversational AI, enterprise search, or retrieval-augmented generation.
- Basic working knowledge of APIs.
- Familiarity with CertCentral and DigiCert ONE platforms.
- Knowledge of PKI, TLS/SSL, code signing, DNS, S/MIME, SMTP, and networking protocols.
- Relevant technical certifications such as CompTIA A+, Network+, or Security+.
Benefits
- Competitive compensation and comprehensive benefits package
- Generous paid time off, including holidays and additional leave options
- Family-friendly leave policies
- Health and wellness support including medical cover and gym reimbursements
- Pension, life insurance, and income protection benefits
- Employee Assistance Program
- Education assistance and professional development opportunities
- Access to LinkedIn Learning
- Employee referral bonus program
- Business travel insurance
Skills
- Adobe Experience Manager
- SEO
- Content Strategy
- Jira
- Confluence
- Microsoft 365
- Information Architecture
- Content Governance
- Taxonomy
