Technical Writer
Skills
About the Role
You will support product design and development by transforming complex, technically difficult material into clear and concise documentation for both customers and internal employees. You'll work closely with product managers, product marketing, and engineers to produce and maintain world-class documentation, and you'll build client aids that go beyond traditional writing, such as videos, demos, and guided tours. You'll learn complex concepts quickly and communicate them in an engaging way, gather customer feedback to improve documentation usability, and act as an editor to keep training materials consistent. You'll integrate use cases and functional data into user documentation, publish and maintain templates for documents produced by others, and create infographics such as diagrams, screenshots, and workflows. You'll also monitor usage metrics and customer feedback to prioritize future training investments and ensure timely release of product collaterals and resolution of queries.
Requirements
- Bachelor's degree or equivalent experience in English, Communication or Journalism
- 5+ years of technical writing experience
- SaaS experience preferred
- Experience working cross-departmentally to communicate product details
- Strong experience owning an end-to-end documentation creation process
- Excellent attention to detail and ability to prioritize multiple projects in a fast-paced environment
- Experience working with MS-Office, Confluence/JIRA, HTML, CSS and other document creation tools
Responsibilities
- Work with product managers, product marketing and engineers to produce and maintain documentation including User Guides, Integration Guides, API Developer Guides and in-platform documentation
- Build and maintain client aids such as online video, demos and guided tours
- Learn complex concepts and communicate them clearly to users
- Gather customer feedback on documentation to improve usability
- Act as an editor to ensure consistency in training documentation
- Integrate use case and functional data into user documentation and examples
- Publish and maintain templates for written documentation produced by others
- Create infographics such as diagrams, screenshots, workflows and graphs
- Monitor metrics on usage of training materials and customer feedback to prioritize future training investments
- Ensure timely release of product collaterals
- Resolve queries and escalations effectively and promptly