Senior Technical Support Jobs in Remote, OR (NOW HIRING)

The Role

Lumen is seeking a strategic, detail-oriented Senior Lead Technical Writer to support the Managed & Professional Services organization. This role owns the development and governance of clear, accurate, and customer-centered content that enables the full product lifecycle, from strategy and product development through launch, sales enablement, implementation, operations, and continuous improvement.

The Senior Lead Technical Writer partners with product management, engineering, operations, security, architecture, legal, marketing, sales, and customer success to translate complex service capabilities into consistent, usable documentation. The role has responsibility for content supporting Managed Network Services and Managed Security Services, while also establishing standards and scalable practices across the broader Managed & Professional Services portfolio.

Location

This is a remote opportunity open to candidates located anywhere in the U.S.

The Main Responsibilities

• Lead the strategy, planning, creation, editing, governance, and maintenance of technical and product documentation across the Managed & Professional Services portfolio.
• Create product definitions, service descriptions, technical overviews, solution briefs, implementation and configuration guides, operating procedures, release notes, knowledge articles, FAQs, process flows, and training materials.
• Translate complex network, security, operational, and service concepts into concise content for customer, sales, delivery, executive, operational, and technical audiences.
• Partner with product managers and subject-matter experts to document capabilities, requirements, dependencies, use cases, customer outcomes, service boundaries, assumptions, and lifecycle changes.
• Establish documentation standards, templates, terminology, metadata, taxonomy, review workflows, structured-authoring practices, and reusable content components.
• Develop and maintain documentation for managed network services, including architecture, connectivity, monitoring, service levels, supported configurations, implementation, migration, operational handoffs, and lifecycle changes.
• Develop and maintain documentation for managed security services, including monitoring, detection and response, vulnerability management, incident handling, shared-responsibility models, data flows, integrations, escalation paths, and service boundaries.
• Conduct content audits and gap assessments, mentor writers and contributors, communicate documentation risks to leadership, and ensure content meets applicable accessibility, brand, legal, regulatory, privacy, security, and records-management requirements.

What We Look For in a Candidate

• Bachelor's degree in Technical Communication, English, Communications, Information Technology, Cybersecurity, Engineering, or a related field; equivalent relevant experience may be considered.
• 8+ years of progressive experience in technical writing, product documentation, or content strategy, including experience leading complex documentation initiatives.
• Demonstrated ability to write for cloud-based, network, security, telecommunications, managed services, or enterprise technology offerings.
• Strong understanding of product development, product lifecycle management, service delivery, and operational readiness practices.
• Ability to synthesize input from diverse subject matter experts and translate highly technical information into clear, concise, accurate, and usable content.
• Excellent writing, editing, interviewing, facilitation, information architecture, and stakeholder-management skills.
• Experience establishing documentation standards, governance, review processes, content reuse, and lifecycle controls.
• Proficiency with Microsoft 365 tools and experience with modern content management, knowledge management, collaboration, diagramming, and work-management platforms.
• Ability to manage multiple priorities independently, exercise sound judgment, and deliver high-quality work in a complex, matrixed environment.
• Portfolio or writing samples demonstrating technical depth, audience adaptation, structured content, and editorial quality.

Preferred Qualifications

• Experience documenting Managed Network Services, Managed Security Services, professional services, telecom, network operations, security operations, observability, automation, or IT service management.
• Familiarity with networking and security concepts such as SD-WAN, routing, switching, cloud connectivity, firewalls, secure access, threat monitoring, incident response, vulnerability management, and security operations.
• Experience with structured authoring, docs-as-code, component content management, content analytics, AI-assisted authoring, or multi-channel publishing.
• Working knowledge of ITIL practices, Agile product development, accessibility standards, and information security or compliance frameworks.
• Relevant certifications such as CPTC, ITIL 4, Security+, CISSP, CCNA, or comparable technical writing, networking, security, or service-management credentials.

Compensation

This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors.
Location Based Pay Ranges
$105,786 - $141,047 in these states: AL  AR  AZ  FL  GA  IA  ID  IN  KS  KY  LA  ME  MO  MS  MT  ND  NE  NM  OH  OK  PA  SC  SD  TN  UT  VT  WI  WV  WY 
$111,074 - $148,099 in these states: CO  HI  MI  MN  NC  NH  NV  OR  RI 
$116,364 - $155,152 in these states: AK  CA  CT  DC  DE  IL  MA  MD  NJ  NY  TX  VA  WA 
Lumen offers a comprehensive package featuring a broad range of Health, Life, Voluntary Lifestyle benefits and other perks that enhance your physical, mental, emotional and financial wellbeing. We're able to answer any additional questions you may have about our bonus structure (short-term incentives, long-term incentives and/or sales compensation) as you move through the selection process.   Learn more about Lumen's: Benefits Bonus Structure