Hendrika J. S.

Hi there! I’m a native English-speaker (South African-born) with 10+ years of professional writing experience with specialization in technical documentation- and UX writing (mainly for B2B SaaS companies), knowledgebase/help article writing, content development, and UX writing, with a track record of skillfully applying my content strategy abilities to ensure an engaging user experience that reduces Support load. _________________________________________________________ Key Business Value: - Builds and owns documentation ecosystems that make complex products easier to understand, support, and adopt. - Turns product changes, technical behavior, and recurring customer issues into clear, release-ready content across help centers, troubleshooting, onboarding, and UI guidance. - Improves self-service by identifying content gaps, restructuring information, and strengthening findability, consistency, and case-deflection potential. - Works cross-functionally with Product, R&D, Support, Customer Success, and UX to keep documentation accurate, useful, and aligned with product releases. - Brings hands-on experience documenting complex cybersecurity and B2B SaaS products, including browser security, DLP, GenAI governance, endpoint security, EDR/XDR, and cloud/on-prem environments. ____________________________________________________________ I hold qualifications in technical writing, UX writing, and software QA testing, with proficiency in the use of various tools (incl. AI) commonly used by skilled professionals in my field. Deliverables: My expertise spans accross help articles, FAQs, troubleshooting guides, UI microcopy, training materials, and infographics. I’m well-versed in agile environments, collaborating closely with PMs, R&D, and Support teams to deliver high-quality, scalable documentation solutions. ***Feel free to visit my LinkedIn profile (Jurika Shani) for information about professional experience and qualifications, or request my updated CV and writing portfolio. NOTE: Since it is against Upwork's rules to take communication elsewhere, please reach out to me through this platform only*** Whether launching a new product, overhauling your documentation, or needing polished and user-focused content, you can rely on me to support you all the way. Let me hear how I can help you to engage your users through responsive and proactive approaches that work the first time!