Senior Technical Writer

Why This Role is Exciting

We are looking for a Senior Technical Writer to help create and build out a documentation and user assistance framework as a core part of the Digital Education team. The ideal candidate will have a passion for technology and a proven track record of creating clear, concise, and engaging technical documentation. As a Senior Technical Writer, you will be working closely with engineering, product marketing, and product management to create resources that don’t just document what the product does, but enable our customers to adopt our platform with ease. You will be responsible for creating and maintaining documentation in our Help Center for our products, including user guides, API documentation, and technical manuals.

Key Responsibilities 

• Work closely with product managers, product marketing, engineers, and other stakeholders to produce and maintain best in class documentation, such as release notes and in-platform documentation. 
• Learn complex concepts, and communicate the information in a way that is engaging and easily understood for a variety of audiences, including end users, developers, and system administrators.
• Effectively collaborate cross-functionally with teams and stakeholders to translate technical information to user-friendly content and deliver a consistent and cohesive customer experience.
• Act as an editor to ensure consistency in training documentation across teams.
• Build / monitor metrics on usage of documentation and training collateral for prioritization and quality improvement.
• Develop and maintain documentation templates, style guides, and best practices.
• Manage ongoing improvement projects for the Help Center to keep our content up to date with the latest platform updates.
• Gather customer feedback on documentation to continually improve content.
• Stay up-to-date with industry trends and best practices in technical writing.

Attributes for a Successful Candidate

• 5+ years of technical writing experience in a SaaS environment
• Self-starter with the ability to understand and then execute independently, while navigating ambiguity confidently to make informed decisions with limited information
• Strong written and verbal communications and experience working with content in multiple mediums
• 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
• Ability to manage stakeholder expectations against competing priorities and timelines
• A positive attitude and collaborative team mate willing to jump in and tackle new challenges
• Experience creating infographics to more clearly communicate workflow processes and abstract topics
• Experience working with the following tools preferred: ZenDesk, Confluence/JIRA, Coda, Github, Pendo