The posting
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. Learn more at www.zoneandco.com or follow us on LinkedIn: linkedin.com/company/zoneandco.
About The Job
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.
The ideal candidate has proven Help Center and instructional design experience, is comfortable creating multimedia content, and can read and interpret Jira tickets. Payroll and NetSuite experience is preferred.
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 • Update outdated articles and write new ones to close identified gaps, using internal documentation and SME input.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.
What You'll Need • 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.
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Benefits
At Zone, we provide the platform; you provide the grit. We operate as a high-velocity, fully remote, global team where autonomy isn't just a perk, it’s the standard. We’re looking for self-driven professionals eager to navigate the complexities of a unique SaaS environment and take full command of their professional evolution.
We ditch micro-management for high-trust flexibility, ensuring you have the space to innovate and scale. Our benefits are built to fuel this lifestyle, supporting your life beyond the screen so you can focus on making a global impact. Explore our offerings at https://www.zoneandco.com/careers
Join Our Global Mission
Zone & Co is an Equal Opportunity Employer committed to building a diverse, equitable, and inclusive workplace. We thrive on unique perspectives and strongly encourage candidates of all backgrounds to apply. Here, your identity is valued, and your talent is the only limit to your growth. All qualified applicants will receive consideration regardless of race, color, religion, sex, orientation, age, disability, or any other protected factor.
Employment Terms
United States
Employment with Zone is “At-Will”, meaning either party may terminate the relationship at any time, with or without cause or notice, in accordance with applicable law. This job description does not constitute an employment contract or guarantee of continued employment. Duties and responsibilities may evolve as the company grows and may change at any time with or without notice.
Non-US Jurisdictions
This position is offered as a Fixed-Term or Permanent Contract based on your country of residence. Employment is subject to a written contract which outlines specific notice periods, probationary terms, and statutory entitlements.
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