I'm looking to build trustworthy documentation systems, improve release communication, and use AI and automation to keep product content accurate as we scale.
NS
Looking for a job
Nirosan Silvaratnam
@nirosansilvaratnam
I build trustworthy product documentation and AI-driven automation for complex software releases.
MalaysiaWhat I'm looking for
At DigitalRoute, I rebuilt 40+ function documentation pages, coordinated release documentation across patches and major versions, and automated release-note propagation across 10+ Confluence spaces using Copilot, Confluence, and Jira REST APIs. I also co-built AI agents that check documentation against writing guidelines and validate published content against product source code.
Previously at ServiceRocket, I wrote and maintained documentation for 40+ apps across the Miro, Atlassian, Appfire, and Instruqt marketplaces, led a server-to-cloud migration of 20+ Confluence spaces, and used automation and analytics to improve team workflows. My five years in customer support at ServiceRocket and Hewlett Packard Enterprise shaped how I write: documentation should represent the product's truth and help people feel heard.
Experience
Work history, roles, and key accomplishments
DI
Technical Writer
DigitalRoute
Feb 2025 - Jul 2026 (1 year 5 months)
Remodeled and rebuilt 40+ function documentation pages using a standardized template, eliminating dead links, mismatched structures, and outdated screenshots. Built an AI agent using Sana AI that checks documentation against team writing guidelines before release, flagging grammar, structural, and content issues peer review often misses.
Wrote, reviewed, and edited documentation for 40+ apps across Miro Marketplace, Atlassian Marketplace, Appfire, and Instruqt. Led a full server-to-cloud migration of 20+ Confluence documentation spaces and built a Zapier automation that auto-creates Jira tickets from customer feedback.
SE
Application Engineer
ServiceRocket
May 2017 - Nov 2020 (3 years 6 months)
Resolved Atlassian stack web application issues for customers, progressing to founding member of Jira Service Desk premium support. Created ticket prioritization framework, designed training plans, and mentored newcomers.
Provided technical solutions for hardware and software issues to an enterprise client (Ericsson) across chat, email, and phone support. Served as a key point of contact for problem-solving and guidance for floor agents, and created and updated knowledge base articles to enable faster, more accurate troubleshooting.
Education
Degrees, certifications, and relevant coursework
Multimedia University
Bachelor of Information Technology (Hons), Information Technology
2016 -
Pursued a Bachelor of Information Technology with a focus on Software Engineering.
Multimedia University
Foundation in Information Technology, Information Technology
2010 -
Completed a Foundation in Information Technology program.
Tech stack
Software and tools used professionally
Availability
Looking for a job
Location
MalaysiaAuthorized to work in
Website
medium.com/@dkneroSalary expectations
31k-42k USD
Social media
Job categories
Skills
Technical WriterAPI DocumentationUser GuidesFAQsKnowledge BaseSOPsClaudeGitHub Co PilotSanaAI Agent DevelopmentPythonREST APIsGitHubAppziGoogle AnalyticsJiraJira Service DeskFigmaSalesforceHubSpotMiroZapierCamtasiaCanvaAgileDITAContent GovernanceStructured AuthoringBASHShell ScriptingJavaScriptMarkdownReStructuredTextConfluenceScrollWriter
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