Job Description

Product & Service Operations (PSO's) mission is to build a service engine that solves todays customer problems, and prevents tomorrows. Solving problems is at the core of what we do. We think in customers' shoes and strive to solve problems at the root, and broadly. We embrace a culture of innovation, ownership & accountability. We ultimately help businesses through scaled service delivery & operations. We combine deep expertise in our products with operational and analytical skills to design and manage scalable support processes. Our unique view on both product and service allows us to partner with teams across Facebook to drive our business forward by representing the community and combining quantitative with qualitative signals to drive product launches, improvements and scale operations. We work closely with our cross-functional partners in Sales & Product, leveraging the data and insights we are uniquely positioned to gather, to enable Facebooks businesses to thrive. As a Product Support Writer on the PSO team, you will be part of a team responsible for the coverage, quality, discoverability and accuracy of product content for internal, PSO support teams. You will do hands-on research and obtain necessary technical content from subject matter experts while translating it into clear, concise, structured documentation geared toward support. This means sometimes you are documenting something yourself, sometimes you are editing contributed content from someone else, and other times you are fixing and reorganizing existing documentation. In addition, you will have opportunities to do project management and drive strategic initiatives within the product support content space.

Product Support Writer - Product & Service Operations Responsibilities

* Design, draft, and maintain product support documentation that breaks down complex business products and concepts for an internal support audience.

* Work closely with product, product specialists, and support teams to ensure coverage, quality, and accuracy of content.

* Emphasize scale for knowledge strategy across multiple products while meeting requirements for specific regions and verticals as well as varying levels of access and technical capabilities.

* Leverage data to contribute to overall company, team and product goals, driving optimizations that move solutions closer to our customers.

* Meet tight publishing deadlines with attention to detail.

Minimum Qualifications

* BA/BS degree

* 2+ years experience in program management, customer service, marketing, operations writing, and/or technical documentation

* Experience creating, proofreading and editing

* Experience authoring technical documentation for both technical and non-technical audiences

* Experience with information architecture, structured authoring, and content management to produce and organize content with a logical flow

* Attention to detail and experience managing multiple projects and deadlines simultaneously

Preferred Qualifications

* Experience working with XML content formatting.

* Established record of strong project ownership, project management, and self-direction.

* Experience or familiarity with delivering support through outsourced vendor partners.

* Experience working with or in support of diverse communities.

Locations

About the Facebook company

Facebook's mission is to give people the power to build community and bring the world closer together. Through our family of apps and services, we're building a different kind of company that connects billions of people around the world, gives them ways to share what matters most to them, and helps bring people closer together. Whether we're creating new products or helping a small business expand its reach, people at Facebook are builders at heart. Our global teams are constantly iterating, solving problems, and working together to empower people around the world to build community and connect in meaningful ways. Together, we can help people build stronger communities we're just getting started.

Facebook is committed to providing reasonable support (called accommodations) in our recruiting processes for candidates with disabilities, long term conditions, mental health conditions or who are neurodivergent, and to candidates with sincerely held religious beliefs or requiring pregnancy related support. If you need support, please reach out to accommodations-ext@fb.com.