IT Technical Writer

About the team

Klaviyo's global corporate Information Technology (IT) team — a member of Global Technology Solutions (GTS) — provides technology systems, administration, and support to Klaviyos worldwide. Our main goal is to ensure that Klaviyos everywhere have a strong technology foundation to do great work. We solve problems using technology, embracing automation, and supporting Klaviyo's continued scalability and sustainable employee growth in a rapidly evolving environment.

The IT Operations team is responsible for project and program management of IT initiatives, technical business analysis, and research. The IT Operations team is highly collaborative and cross-functional, working closely with the IT SearchBar team (our end-user support team), the IT Systems team, and the broader Klaviyo organization.

About the role

As an IT Technical Writer, you will be responsible for creating clear, concise, and accurate technical documentation that helps Klaviyos understand, utilize, and troubleshoot various IT systems and processes. You will work closely with the IT Operations and SearchBar teams to gather information and ensure that your content aligns with their needs and objectives. You will report to the IT Manager, Operations.

How You'll Make a Difference

• You'll develop and maintain high-quality technical documentation, such as user guides, technical specifications, release notes, and FAQs.
• You'll collaborate with IT teams and subject matter experts to gather information and ensure the accuracy and relevance of your documentation.
• You'll create easy-to-understand visuals, diagrams, and flowcharts to supplement written content and improve comprehension.
• You'll review and edit existing documentation to maintain clarity and accuracy and ensure consistency in style and tone.
• You'll support cross-functional teams by providing clear, concise documentation that helps them understand and troubleshoot technical systems and processes.
• You'll stay informed about industry best practices in technical writing and apply them to your work to continually improve the quality and effectiveness of your documentation.

Who You Are 

• 1-2 years of experience in technical writing, focusing on creating a wide range of document types.
• A proven track record of producing clear, concise, and engaging technical content that meets the needs of diverse audiences.
• The ability to work effectively with cross-functional teams, gather information from subject matter experts, and synthesize complex information into understandable content.
• Aptitude for creating visually appealing and informative graphics, diagrams, and flowcharts complementing written documentation.
• Experience with wikis, especially Atlassian Confluence. 
• Experience working in IT environments and familiarity with industry-standard tools and technologies, such as Jamf Pro, Okta, 1Password, and Google Workspace. 
• Strong time-management skills, with the ability to prioritize tasks, meet deadlines, and adapt to changing project requirements and timelines.

#Hybrid