Technical Writer

We are looking for an experienced Technical Writer to own and improve customer-facing SaaS documentation. In this role, you will independently manage documentation for key product areas, ensuring that user guides, knowledge base, and learning center content are thorough, up-to-date, and easy for customers to use. You will collaborate cross-functionally with product, engineering, design, and support teams to plan and deliver documentation in sync with product releases. This position requires a strong foundation in technical writing plus the initiative to make documentation an even more powerful tool for customer success.

Responsibilities

• Lead the creation and maintenance of documentation end-to-end. This includes writing new content for major features, as well as updating existing content to reflect enhancements, UI changes, and new best practices.
• Plan documentation updates in coordination with product roadmaps and release cycles. Develop content outlines or documentation plans for upcoming features well in advance, so that documentation is ready at launch time.
• Use analytics and user feedback to identify content gaps or outdated topics, and proactively improve the help center to better serve customer needs and reduce repeat support questions.
• Serve as the point of contact for documentation. This means working closely with product managers and engineers during development to understand new features and enhancements, and coordinating with customer support and success teams to capture common user issues or FAQs to address in documentation. You will also liaise with UX designers to align terminology and include screenshots or diagrams where needed.
• Ensure that all documentation meets our high quality standards. Edit and review content contributions from other team members or subject experts for clarity, grammar, tone, and consistency. You will ensure a cohesive voice and format across the entire documentation site.
• Utilize version control and docs-as-code workflows for collaborating on documentation updates. Leverage features like content reuse, scripting, or automation.

Qualifications

• Bachelor's degree or equivalent experience
• At least 3-5 years of technical writing experience (or equivalent) in software/SaaS product documentation
• Writing portfolio or samples of user guides/help articles you have created
• Strong understanding of software and web technologies to effectively communicate complex product features. Ability to comprehend technical specs, possibly read basic code or API documentation, and translate them into user-friendly text
• Proficient with HTML/Markdown and comfortable using version control (Git) in documentation workflows.