Technical Support Representative Jobs in Madison, WI

Nelnet is a diversified and innovative company committed to enriching lives through the power of service as a student loan servicer, professional services company, consumer loan originator and servicer, payments processor, renewable energy solutions, and K-12 and higher education expert. For over 40 years, Nelnet has been serving its customers, associates, and communities.

The perks of working at Nelnet go beyond our benefits package. When you join the Nelnet team, you're part of a community invested in the success of each individual. That support comes through in our work, as we are united by our mission of creating opportunities for people where they live, learn, and work.

Technical writing at NDS has changed. AI generates content. This role shapes, validates, and structures it.

As an IT Technical Writer, you will translate complex technical information into accurate, structured, and usable documentation for internal and external audiences. You will support multiple NDS delivery teams, context-switching across domains without losing consistency or quality. You have hands-on experience with AI tools and a genuine willingness to deepen that fluency as part of your daily workflow. The human value you bring is judgment: knowing when AI-generated content is wrong, incomplete, or structured for the wrong reader — and fixing it.

Nelnet believes in a hybrid work environment that accommodates both in-office and remote work. This model promotes a positive work-life balance and culture, enabling in-person collaboration when possible while also providing benefits associated with remote work. The standard hybrid work schedule includes 24 hours of in-office work each week, for associates that reside within 30 miles of an office. This is subject to change, based on manager discretion.

Colorado Candidates: Pay range for this role is $70,000-$80,000

• Create, update, and revise required system documentation, user guides, and other necessary documentation for internal and external audiences.

• Research system features and functions by interviewing subject matter experts, reviewing AI-generated drafts, and working with early versions of software and data.

• Provide clear and concise verbal and written communication tailored to the appropriate audience — technical and non-technical.

• Work with stakeholders, Product Owners, and other writers to evolve the documentation backlog around the goals and objectives of the documentation strategy, including AI-assisted content workflows and content lifecycle management.

• Possess and continually build business acumen including the operational areas and technical systems Nelnet currently uses.

• Analyze and identify audience needs and meet or exceed those needs through user-targeted documentation.

• Maintain and evolve AI-assisted documentation workflows — including prompt templates, review standards, and content structure — so that documentation is usable by both human readers and AI systems that consume it downstream.

• Own the development, execution, and maintenance of a consistent Knowledge Management process for IT Delivery.

Education

Bachelor's Degree and/or commensurate experience.

Required Experience

• 3 to 5 years of experience as a Technical Writer, Business Analyst, Quality Analyst, or detailed working knowledge of several system functions.

• Hands-on experience with AI writing or content tools used in a professional setting.

• Experience working in a collaborative, team-based development environment.

• Basic familiarity with Agile methodologies and software development lifecycle.

• Good working knowledge of Microsoft Office.

• Working knowledge of GitLab for version control and documentation workflows.

• Proficiency in Markdown.

Preferred Experience

• Experience with Atlassian products (Confluence, Jira).

• Experience with AI workflows specifically applied to technical writing or content production.

• Experience with API documentation or web development.

Competencies — Skills/Knowledge/Abilities

• Curious and self-motivated to dig in and fully understand system functionality and business processes.

• Strong verbal and written communication skills with the ability to communicate at all levels of the organization.

• Strong consensus building, multi-tasking, interpersonal, and analytical skills.

• Ability to work with technical and operational teams, as well as clients.

• Actively contributes to a collaborative team environment — shares knowledge, supports peers, and communicates openly.

• Ability to obtain a security clearance.

This position requires work in support of the Company’s contract with the United States Department of Education (“ED”). As such, the United States Government requires that any applicant for this position must complete United States Government security clearance. Effective June 1, 2018, ED has informed Nelnet that security clearance applications for foreign nationals are not being accepted or processed. In light of this direction from ED, Nelnet will be unable to hire applicants without United States citizenship for such positions.

Our benefits package includes medical, dental, vision, HSA and FSA, generous earned time off, 401K/student loan repayment, life insurance & AD&D insurance, employee assistance program, employee stock purchase program, tuition reimbursement, performance-based incentive pay, short- and long-term disability, and a robust wellness program. Click here to learn more about our benefits: LINK.

Nelnet is committed to providing a welcoming and respectful workplace where all associates have the opportunity to succeed. As an Equal Opportunity Employer, we ensure that all qualified applicants are considered for employment. Employment decisions are made without regard to race, color, religion/creed, national origin, gender, sex, marital status, age, disability, use of a guide dog or service animal, sexual orientation, military/veteran status, or any other status protected by federal, state, or local law. We value the unique contributions of every team member and believe that a positive work environment benefits everyone.

Qualified individuals with disabilities who require reasonable accommodations in order to apply or compete for positions at Nelnet may request such accommodations by contacting Corporate Recruiting at 402-486-5725 or corporaterecruiting@nelnet.net.

Nelnet is a Drug Free and Tobacco Free Workplace.

Use of Artificial Intelligence in Hiring

We may use automated or artificial intelligence enabled tools to assist with the initial review of applications, such as identifying relevant skills or experience. These tools are used to support human review and do not make hiring decisions. A recruiter reviews applications and determines which candidates move forward in the hiring process. For more information, see our Privacy Policy and Pre-Use Notice: Automated Tools in Hiring