You don't have to switch companies to grow your career. Sometimes it's enough to look around carefully and not be afraid to try something new.

Anton joined Multilogin as a Technical Support Specialist and spent a little over a year in support before moving into a completely different role: Knowledge Manager.

• In this role, he writes and edits articles for the internal and external knowledge base (with a focus on the technical side - automation, API, containerization), helps localize product updates, and creates interactive videos you can find right inside the knowledge base.

The results of his work are in the hands of thousands of Multilogin users every day!

Anton told us why doing your job well isn't enough to change careers, and what role initiative, networking, and a bit of luck played.

How did you end up at Eyes of Wonder?

A couple of years ago I was job hunting. At that point I had around three years of experience in technical support, plus experience with automated testing in Selenium and working with APIs through Postman. The Multilogin support team needed people like that, and I got headhunted.

So, I'll be honest - luck plays a real part here, especially given the reality of job hunting even two years ago (and probably even more so now).

What were your first months at the company like? What difficulties did you run into and how did you handle them?

Mostly it came down to adapting to how the product works, both from the user's perspective and from the inside.

Beyond the principles of how the API and automation work specifically in Multilogin, I often had to dig into other things too, like:

• the specifics of the database;

• the product's internal processes;

• the technical details needed to solve customer problems.

One difficulty that stands out was understanding the patterns of how the billing systems worked back then, since there were a few legacy solutions that could be really confusing at times. Luckily for everyone, that's changed for the better, and working with billing is much more convenient now.

At what point did you start thinking about changing direction? Was there a specific trigger, or did the decision come gradually? And how did the transition happen?

I'll be honest, I'd been thinking about it almost from the very start. Support is really important work; in a way, it's the face of the company. But I felt I could show my potential much better in a different direction. So I started looking for opportunities:

• asking around about which teams needed people;

• taking part in discussions about new initiatives and startups within the company;

• studying the company structure and the requirements for roles I was interested in;

• just messaging people and asking.

Basically, I knocked on every door I could.

I landed my current role, Knowledge Manager (which is most similar to a technical writer), partly through luck too. The person who had the job before me hinted that they'd be needing people and passed along the contact of a lead I could reach out to. Within a couple of days I'd figured everything out, they gave me a test task, I completed it successfully, and I got the job. And here we are!

Which support skills unexpectedly came in handy in the new role? And what did you have to learn practically from scratch?

The Knowledge team is this kind of autonomous organism that's part of Product, part of Marketing, and part of Support all at once.

A lot came over with me from support:

• working with the internal knowledge base;

• writing technical articles;

• reporting new bugs;

• understanding user needs.

As for what I learned from scratch - as a technical writer I also help with the copy and localization of our software updates. So I had to get used to working with our tools for automating and organizing localization. I'd also point to optimizing articles for SEO and AEO: I'd long known how important that work is, but this was my first time actually working directly with those systems.

When did you stop feeling like a newcomer in the role? Was there a specific moment, or did it happen without you noticing?

Overall, a sense of agency and responsibility for my own actions emerged. Sure, some requirements come down from above, but often I come up with the tasks I'll work on myself.

The turning point, though, was the moment I wanted to consult a colleague about the structure of an API article, and her answer was: "I'm fine with any version, you can decide." After that I realized I was no longer some clueless protégé and was capable of making decisions on my own.

Another example: back when I was working with users, I remembered a few cases where they were interested in automation but didn't understand how to use the scripts available on our site. So I put together a series of materials walking through, step by step:

• how to download an IDE;

• how to install the necessary modules;

• how to connect the scripts;

• how to start writing your own.

There had been nothing like that in our knowledge base before.

Tell us a bit about what you actually do day to day. What do you enjoy most about your work, and what maybe not so much?

Right now my main tasks look like this:

• writing and editing articles for the internal and external knowledge base;

• helping localize Multilogin updates;

• handling documentation for the API, automation, and containerization;

• creating interactive videos for the knowledge base.

I like that I can find new ideas for improving and developing our articles on my own. I also get to be among the first to try out a new feature and see what it's all about and maybe even find what's wrong with it. I feel like I'm constantly learning something new, which means the day wasn't wasted.

What I don't love is getting feedback on improving our knowledge base that's too general, without specifics or constructiveness. And, honestly, it's not always fun to update dozens, if not hundreds, of articles for a new interface (which has happened at least a couple of times since I've been here).

But it's an important part of the job because the knowledge base isn't just user support, it's also part of the product's marketing.

If someone is thinking about changing direction within the company right now, where would you suggest they start?

Don't underestimate networking, both at work and outside it. You don't have to try to become friends or drinking buddies with your colleagues, but having a general idea of who does what is useful. Who knows, it might turn out that person does exactly what you'd like to be doing down the line. Don't be shy about asking and finding out where an extra pair of hands is needed, what experience is required, and so on.

Anton's story is yet another great example of how at Eyes of Wonder you can not only grow within your role but also build a completely new career path.

If this approach resonates with you and you want to work at a company where initiative gets noticed and employee growth is genuinely supported, take a look at our openings. Maybe your next career chapter starts right here 😉