Technical Writer

Accountabilities: Write, publish, and maintain high-quality knowledge base content, including admin guides, how-to articles, troubleshooting documentation, and product help content. Partner with Support teams to identify recurring customer issues, analyze ticket trends, identify documentation gaps, and prioritize content improvements. Work with Product Managers and Engineers throughout the product development lifecycle to document new features before release. Create release notes, in-app help content, UX microcopy, and other product-facing documentation as needed. Take ownership of one or two core product areas while contributing to shared documentation initiatives across the broader product portfolio. Create supporting visual content, including screenshots and short screen recordings, to make technical concepts easier to understand. Develop clear documentation for AI-powered features, including their capabilities, limitations, workflows, and applicable guardrails. Create content that is useful to both human readers and AI-powered support tools that retrieve information from the knowledge base. Review and edit documentation produced by other writers to ensure consistency with established style, voice, terminology, and quality standards. Maintain knowledge base health by supporting style-guide updates, terminology governance, review processes, taxonomy, and content organization. Regularly audit and refresh existing documentation to ensure it remains accurate as the product evolves. Contribute to broader content strategy and information architecture initiatives as opportunities arise. Requirements 3–6 years of professional experience in technical writing, product content, UX writing, or a related field, ideally within a B2B SaaS or enterprise software environment. Strong understanding of enterprise software concepts, including permissions, roles, integrations, administrative and end-user experiences, and multi-step workflows. Excellent writing and editing skills, with the ability to communicate complex technical concepts clearly, concisely, and accurately. Strong editorial judgment and the ability to independently review and improve your own work. Familiarity with established technical writing standards such as the Microsoft Writing Style Guide or Google Developer Documentation Style Guide. Strong product mindset, with the ability to connect product features to real user needs and understand documentation as part of the overall product experience. Experience using support data, customer feedback, ticket trends, or recurring failure points to inform documentation priorities. Understanding of how knowledge bases support customer service technologies, including agent-assist tools, chatbots, and AI assistants. Hands-on experience with a CMS or knowledge base platform, including publishing workflows, review processes, versioning, tagging, taxonomy, and draft-to-published content management. Hands-on experience writing API documentation, including endpoint references, request and response examples, authentication, error handling, and code snippets. Basic knowledge of information architecture and effective content organization. Experience working in agile product development environments with changing priorities and tight delivery timelines. A portfolio demonstrating published knowledge base articles, release notes, product documentation, or UX content. Experience documenting AI or LLM-powered features is advantageous, including prompt guidance and content optimized for AI retrieval. Familiarity with Knowledge-Centered Service (KCS) or similar support-content methodologies is a plus. Experience with intranet, employee experience, collaboration, or productivity software is beneficial. Familiarity with content design systems, terminology governance, or structured content practices is advantageous. Ability to collaborate effectively with Support, Product, Engineering, and Design teams. Willingness to work from the designated office location or according to the applicable hybrid working arrangement. Benefits Opportunity to take meaningful ownership of technical content from day one. Career growth potential into content strategy and information architecture. Mentorship from experienced professionals in UX writing, content design, and information architecture. Direct collaboration with Support, Product, Engineering, and Design teams. Predictable product release cycles and clear delivery expectations. Visibility into how documentation influences support metrics and customer experience. Opportunity to work on AI-powered product features and modern knowledge management practices. Flexible working options depending on the role and applicable work model, including office-based, hybrid, or remote arrangements. Opportunity to contribute to a product environment where high-quality documentation directly supports customer self-service and operational efficiency.