Technical Writer

We are helping businesses grow through deeper connections with end-users, and we are looking for top talent to take marketing to the next level. Our team is looking for a self-motivated and ambitious marketer to head up product and content marketing efforts. You will be responsible for increasing brand awareness, inbound web traffic, and creating and optimizing content strategies across digital platforms. And you get to do this from the comfort of your home office! Yes, this is a remote, work-at-home position. If you have the experience and qualities that we are looking for and this position interests you, we would love to hear from you!

The Technical Writer is responsible for creating documentation and educational materials that boost user experience on a digital platform. This documentation may include user guides, integration guides, API developer guides, in-platform instructions, installation/configuration instructions and system operations.

Responsibilities

Create documentation in the form of user guides, integration guides, API developer guides, in-platform instructions, installation/configuration instructions and system operations.

Create client resources and educational materials, including videos, demos, tutorials, training materials, guided tours, general & technical overview and FAQs.

Research, write, edit and revise content that is both engaging and accessible to user personas with both non-technical and technical backgrounds.

Publish weekly release notes to internal and external stakeholders with information on product updates, releases and fixes.

Edit other writers' content and documentation for consistency and continuously update content with current information.

Maintain a tracking and ticketing system to ensure deadlines are met and client deliverables and received on time.

Test products for issues, provide insight to resolving problems and ensure documentation is accurate and consistent.

Collaborate with internal teams, including Development, Engineering, Quality Analysis, Product Management, Product Marketing and Customer Enablement.

Work with product managers, product marketing, and engineers to produce and maintain world-class documentation, including: User Guides, Integration Guides, API Developer Guides, In platform documentation (tooltips, welcome instructions, etc.)

Build and maintain client aids that go beyond traditional documentation, such as online video, demos, guided tours, and other educational techniques.

Learn complex concepts, and communicate the information in a way that is engaging and understood by users.

Gather customer feedback on documentation to improve usability.

Act as an editor to ensure consistency in training documentation across [redacted].

Monitor metrics on the usage of training materials as well as direct customer feedback to prioritize future training investments.

Performs other related duties as assigned.

Ability to communicate complex technical topics to non-technical stakeholders both internally and externally.

Experience with coding languages, including [insert coding languages].

Experience using API documentation.

Experience with documentation publishing software.

SaaS experience is preferred.

Strong written and verbal communications and experience working with content in multiple mediums.

Experience working cross-departmentally to communicate the nuts and bolts of a product.

Strong experience owning an end-to-end documentation creation process.

Excellent attention to detail and the ability to prioritize and work on multiple projects in a fast-paced, changing environment.

A positive attitude, willing to jump in and tackle new challenges.

Bachelor’s degree or the equivalent in experience in English, Communication, Journalism, Software Engineering, Computer Science, Technical Writing, Teaching, Curriculum Development or Scientific Publication.

3+ years experience in technical writing.

Preferred: Prior experience working within IT Development, SaaS or web-based technology environment.

Experience working with the following tools preferred: Confluence/JIRA, Git & Github, HTML, CSS, Jinja, JavaScript, Python, Intercom, Mixpanel.

Proficient in Google Suite, Microsoft Office Suite, or similar software preferred.