Senior Technical Writer

Team Description 

The Technical Writing team educates all who use Pendo (customers, employees, partners) on the features and functionality of our products: Engage (web and mobile), Adopt and Feedback. The team’s key responsibility is keeping Help Center product documentation current and accurate. In addition, they create release documentation, write/edit UX microcopy, maintain content in the Resource Center, develop in-app guides and tooltips to aid users with understanding functionality and write API documentation. 

Technical writers work closely with product managers, engineers, product marketing and customer-facing teams to determine documentation needs and to align deliverables to release dates and functional goals, such as ticket deflection in Support. 

Role Responsibilities 

• Write release-based product documentation, including Help Center articles and announcements for the Resource Center
• Review UX copy for features/a product as part of the development cycle 
• Write and manage release documentation
• Maintain documentation, updating it regularly to make corrections, add depth, etc
• Structure our documentation around an ideal workflow 
• Evaluate the information architecture of the existing documentation set (determine what to keep, update, move, etc)
• Contribute to process development (e.g., intake process for articles that need updating)
• Write documentation for incidents, when required (e.g., root cause analysis on severity 1 bug)

Minimum Qualifications

• Solid core skills with long-form education writing
• Experienced with short-form UX writing
• Knowledgeable of industry standards for tech writing
• Detail-oriented. Able to personally test every feature and document exactly how it works, with verification from product management and/or engineering, when necessary
• 3-5 years experience working in a software company so understands the way development teams work

Preferred Qualifications 

• Proficient with Zendesk Guide
• Pendo experience and/or familiarity with research methods and software behavior analytics
• HTML/CSS skills

Pendo Description:

Pendo was founded in 2013 by former product managers, who combined their heads and hearts to build something they wanted but never had as product managers -- a simple way to understand and attack what truly drives product success.  Our mission is to improve society's experience with software.

Come join one of the fastest-growing startups, supported by best-in-class institutions like Battery Ventures, Salesforce Ventures, Spark Capital and Meritech. You will gain experience in a diverse and exciting set of technologies and clients and have a real impact on Pendo's future. Our culture is passionate, dynamic, and fun.

EEOC

We are an equal opportunity employer and believe having diverse teams where everyone brings their whole self to Pendo is key to our success. We welcome all people of different backgrounds, experiences, abilities and perspectives.

Accessibility

Pendo is committed to working with, and providing access and reasonable accommodation to, applicants with mental and/or physical disabilities. If you think you may require an accommodation for any part of the recruitment process, please send a request to: [email protected]. All requests for accommodations are treated discreetly and confidentially, as practical and permitted by law.