ABOUT THE ROLE
FRAMOS is a global high-tech company specializing in embedded vision, with over 160 employees worldwide. In our new, state-of-the-art campus in Čakovec, Croatia, we develop and deliver cutting-edge imaging solutions for robotics, autonomous machines, industrial automation, and consumer technology.
Currently, we are expanding our team and looking for a Technical Writer Support Engineer (TSE) to strengthen our global Engineering team. You will work closely with product managers, engineers, and support teams to ensure our documentation is accurate, comprehensive, and accessible. Always written with the customer’s perspective in mind and aligned with the functionality of our software and hardware vision products. To be successful in this role you should be an organized, tech-savvy communicator who enjoys transforming complex technical information into clear, user-friendly documentation that empowers our customers. You are empathetic toward customer needs, anticipate their challenges and strive to make every interaction simple and helpful for the user of our products. Beyond documentation, you will actively support customers by qualifying incoming support tickets, resolving customer requests and ensuring appositive, efficient support experience. Your goal is to deliver solutions that not only solve problems but also build trust and customer satisfaction.
Your Responsibilities
As a Technical Writer (70%) – You will:
- Work with subject matter experts to gather accurate technical for hardware and software vision products.
- Write clear, concise, user-friendly documentation tailored to customer needs (e.g. manuals, datasheets, user guides, release notes, integration instructions).
- Create diagrams, screenshots, and visual materials to improve understanding of complex concepts.
- Maintain documentation versions through a structured version control system.
- Collaborate with Product Management, the Engineering department, and our Field Application engineers, to ensure documentation reflects current product functionality.
- Develop and maintain an online documentation repository on GitHub using Read the Docs (RTD).
- Ensure documentation meets accessibility, clarity, and industry best-practice standards.
- Contribute to building an open, transparent, and credible documentation ecosystem for engineering-focused customers.
As a Technical Support Engineer (30%) – You will:
- Act as the first contact point for incoming technical support inquiries.
- Qualify and filter incoming tickets according to our guidelines and ensure Resolve lower complexity inquiries independently using the internal Knowledge Base.
- Collect all required technical information for RMA requests (problem descriptions, screenshots, SW/FW versions, environment details).Execute function tests for different HW/SW Setups and support demo/PoC preparation for customer engagements.
- Collaborate closely with Engineering, Sales, Product Management, and Quality/RMA teams to maintain efficient communication and support.
- Maintain a high level of customer satisfaction through clear communication and timely responses.
YOUR PROFILE
You are:
- Experienced or educated in a technical area such as electronics, optics, imaging, or software.
- Skilled in technical writing or motivated to develop strong expertise in this domain.
- Passionate about customer experience and product development
- Detail-oriented, structured, and able to translate complex technical concepts into easy-to-understand content.
- Proficient in written and spoken English, capable of communicating professionally with engineers, developers, and customers.
- Familiar with documentation tools such as GitHub, Read the Docs, or similar version-controlled systems (or willing to learn).
- Hands-on, curious, and ready to perform basic technical tests and support tasks.
- Able to assess incoming customer inquiries and determine whether you can resolve them or need to escalate.
- Collaborative, enjoying teamwork with internal stakeholders.
