Sutherland – Associate, Research (Content Writing & Knowledge Management)

Company Overview

Sutherland is a global digital transformation company that helps leading brands deliver exceptional customer experiences and operational efficiency. With over 38 years of experience across 19 countries, Sutherland partners with Fortune 1000 companies to combine human-centered design with AI-powered automation.

The Associate – Research role sits within Sutherland’s Knowledge and Research function and supports client operations by creating precise, clear, and engaging product support documentation. You will transform complex technical and operational content into easy-to-understand resources that empower end-users and reduce customer service calls or product returns.

Job Description

As an Associate – Research (Content Writer), you will be responsible for researching, structuring, and producing client-facing support documentation that simplifies complex processes. You’ll work closely with client teams, subject matter experts, and technical leads to author content that meets quality, tone, and clarity standards.

Your output will help users resolve issues faster, drive engagement, and enhance customer satisfaction. The ideal candidate is a curious learner who loves to turn technical data into crisp, structured, and easy-to-follow content.

Key Responsibilities

• Research & Ideation: Conduct deep research on product or industry topics using online tools, including Google Analytics, keyword research, and trend monitoring.

• Content Creation: Convert technical SOPs and troubleshooting guides into concise, step-by-step help articles, FAQs, or decision trees.

• Collaboration: Work with clients and internal stakeholders to develop effective content strategies aligned with business and end-user needs.

• Editing & Quality: Review, rewrite, and edit documents to ensure grammatical accuracy, clarity, and adherence to client tone and brand style.

• DITA Authoring: Create and manage XML-based structured content using tools such as Oxygen XML Editor or equivalent DITA-compatible editors.

• Process Optimization: Develop templates, flowcharts, and process maps for content standardization and better user navigation.

• Knowledge Structuring: Reorganize verbose or unstructured materials into accessible, easy-to-digest knowledge bases.

• Project Management: Balance multiple content projects, ensuring timely delivery without compromising quality.

Qualifications & Skills

Mandatory Requirements:

• Excellent English writing, editing, and proofreading skills.

• Strong comprehension skills to simplify complex technical information.

• Graduate degree in English Literature, Communication, Journalism, or related field.

• Ability to work under tight deadlines and manage multiple deliverables.

• Solid understanding of DITA XML and structured authoring principles (experience with Oxygen XML preferred).

• Strong attention to detail, creativity, and analytical thinking.

Preferred / Nice-to-Have:

• Experience in content research or technical writing.

• Familiarity with text-based AI and large language models (LLMs) for content optimization.

• Understanding of SEO principles, analytics tools, or metadata tagging.

• Knowledge of AI-based authoring tools or conversational content creation (e.g., chatbot scripts, knowledge bases).

• Prior experience working with international clients or enterprise-level documentation projects.

What Makes You a Great Fit

• You can translate complex information into user-friendly content.

• You enjoy researching new technologies and adapting writing style accordingly.

• You value precision, consistency, and structure in your documentation.

• You have a proactive attitude and can collaborate effectively with teams across geographies.

Expected Salary

For the Associate – Research (Content Writer) role at Sutherland, the salary range typically falls between ₹4.5 LPA – ₹7.5 LPA, depending on writing proficiency, experience with DITA XML tools, and familiarity with AI-driven content platforms.

Sutherland offers additional benefits, including:

• Performance-based bonuses

• Comprehensive health coverage

• Continuous learning and certification programs

• Opportunities for global client exposure

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