Modern support sites need more than basic help articles. Users expect fast answers, clear guidance, and content that helps them complete tasks without needing to contact support.
I create structured support content that improves self-service, reduces confusion, and helps users get more value from your product.
That includes:
- Help articles
- User guides
- FAQs
- Troubleshooting content
- Release documentation
- Feature overviews
- Knowledge base restructuring
- AI-ready documentation
My approach focuses on how people actually use your product. Rather than simply describing features, I organise content around real tasks, common questions, and user goals to make information easier to find and follow.
Good support content can help:
- Reduce repetitive support tickets
- Improve onboarding experiences
- Increase feature adoption
- Make complex workflows easier to understand
- Improve search results across help centres and AI assistants
- Create consistency across growing documentation libraries
I work directly with test environments, Jira tickets, SMEs, release notes, support teams, and existing documentation to understand how your product behaves in real-world use. This allows me to create accurate documentation without needing constant direction from engineering or product teams.
Content is written using modern technical authoring best practices, including:
- Clear task-based structure
- Plain English writing
- Search-friendly formatting
- Consistent terminology
- Scannable layouts for online reading
- Structured information architecture
- AI-ready documentation principles
I also help identify gaps, outdated information, duplicated content, and navigation issues within existing support sites. Whether you need new content created from scratch or an existing knowledge base modernised, I help turn complex systems into clear, maintainable documentation that users can actually use.
Platforms and tools
I have experience working with platforms and tools including:
- Zendesk Guide
- MadCap Flare
- Jira
- Confluence
- Intercom
- WordPress
- AI-assisted documentation workflows
I work collaboratively with product, support, and engineering teams to turn fast-moving product changes into clear, maintainable support content that scales with your business.