Technical Writer (Fixed Term Contract)
Cognism
WHO ARE WE
Cognism is the leading provider of European B2B data and sales intelligence. Ambitious businesses of every size use our platform to discover, connect, and engage with qualified decision-makers faster and close more deals. Headquartered in London with global offices, Cognism’s contact data and contextual signals are trusted by thousands of revenue teams to eliminate the guesswork from prospecting.
CONTRACT YPE:
This is a three-month fixed-term contract with the possibility of extension based on project needs and performance.
OUR WORK MODEL
This can be either a hybrid role - we have offices in Zadar and Zagreb - or a fully remote if you're based elsewhere in Croatia.
YOUR ROLE
As a Technical Writer, you will play a pivotal role in evolving Cognism’s Help Centre during our transition from the legacy Prospector platform to our new Companion platform. You will own the audit, restructuring, and expansion of our Zendesk knowledge base, balancing legacy content with new Companion documentation to ensure clarity, consistency, and scalability.
Your work will empower customers with self-service resources, reduce support load, and shape the long-term quality and usability of our documentation.
YOUR CHALLENGES & OPPORTUNITIES
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Audit and Classify – Evaluate existing Zendesk Help Centre content, categorizing articles by platform, quality, and priority to identify key gaps and redundancies.
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Legacy Preservation – Rewrite and tag Prospector documentation as “legacy,” maintaining essential content while clearly signalling its sunset timeline.
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Content Expansion – Develop comprehensive, user-friendly Companion articles—leveraging existing materials, SME input, and product insights.
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Knowledge Base Revamp – Standardize tone, structure, and quality across all help articles to deliver a consistent customer experience.
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AI-Enhanced Documentation – Use AI-assisted content generation tools (e.g., Zendesk Copilot, ChatGPT, Wordtune) to accelerate content creation while maintaining editorial standards.
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Cross-Functional Collaboration – Partner with product managers, support agents, and design teams to validate technical accuracy and optimize usability.
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Data-Driven Improvement – Monitor Help Centre metrics (usage, deflection, feedback) and iterate based on insights.
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Sustainable Framework – Establish a long-term content maintenance plan for internal teams to ensure documentation remains current and scalable.
OUR EXPECTATIONS
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Technical Writing Expertise – Proven experience managing Help Centre or knowledge base content (Zendesk or similar platforms).
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Editorial Excellence – Strong writing and editing skills with a clear, concise, and customer-friendly tone.
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AI Familiarity – Hands-on experience using AI-assisted writing tools to enhance productivity and consistency.
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Analytical Approach – Demonstrated ability to perform large-scale content audits, gap analyses, and quality assessments.
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Collaboration & Communication – Skilled at working with subject matter experts and translating complex information into accessible content.
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Organized & Detail-Oriented – Strong project management capabilities with meticulous attention to accuracy and version control.
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SaaS Experience (Nice to Have) – Background in B2B SaaS, especially within sales intelligence or prospecting tools.
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UX & Content Strategy Insight (Nice to Have) – Experience with platform migrations, UX writing, or instructional design is advantageous.
WHY COGNISM
At Cognism, we’re not just building a company - we’re building an inclusive community of brilliant, diverse people who support, challenge, and inspire each other every day. If you’re looking for a place where your work truly makes an impact, you’re in the right spot!
Our values aren’t just words on a page—they guide how we work, how we treat each other, and how we grow together. They shape our culture, drive our success, and ensure that everyone feels valued, heard, and empowered to do their best work.
Here’s what we stand for:
✅ We Are Nice! We treat each other with respect and kindness (because life’s too short for anything else).
🤝 We Are Collaborative. We’re in this together—great things happen when we work as one.
💡 We Are Solution-Focused. Every challenge is just an opportunity in disguise.
💙 We Are Understanding. We empower and support each other to do our best work.
🏆 We Celebrate Individual Contributors. Every role matters, and so do you!
At Cognism, we are committed to fostering an inclusive, diverse, and supportive workplace. Our values—Being Nice, Collaborative, Solution-Focused, and Understanding—guide everything we do, and we celebrate Individual Contributors. We welcome applications from individuals typically underrepresented in tech, so if this role excites you but you’re unsure if you meet every requirement, we encourage you to apply!