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  Key Responsibilities

  Core Documentation & Knowledge Management
  • Create and Maintain Content: Write, edit, and maintain high-quality documentation including user guides, API references, integration manuals, and internal knowledge base articles.
  • Knowledge Architecture: Build and manage a high-quality documentation ecosystem, including the Product Glossary, FAQs, PM SharePoint site, and internal Wiki pages.
  • Content Audit: Regularly audit and update existing content to ensure accuracy, relevance, and consistency across all channels.
  • Information Capture: Assist with capturing knowledge, ideas, and decisions from internal meetings and documenting them in a user-friendly manner.
  • Release Management & Lifecycle
  • Release Planning: Partner with Product Management to plan documentation needs for new features (guides, release notes, FAQs, CR/Patch descriptions).
  • Release Artifacts: Own the creation of release notes, upgrade guides, and deprecation/end-of-life notices.
  • Workflow Validation: Validate workflows during the release process and translate technical details into clear, step-by-step instructions.
  • Post-Launch: Update documentation post-launch based on immediate user feedback, internal usage metrics, and support tickets.
  • Cross-Functional Collaboration
  • Product Marketing: Collaborate with Product Marketing to translate "techy" feature details into clear benefits and value propositions for external communications.
  • Academy & Training: Work with the Academy team to assist in building training programs and certification materials based on technical documentation.
  • UX & Microcopy: Contribute to UX writing and in-app microcopy to ensure a seamless and intuitive user experience.
  • Internal Communication: Keep the internal organization up to date regarding product changes via product newsletters or other internal communication channels.
  • Subject Matter Experts: Collaborate with Engineering, QA, and Support to verify accuracy and capture technical nuances.
  • Standards & Governance
  • Version Control: Manage version control for all documentation and ensure consistency across versions.
  • Style Guides:Define and maintain documentation standards, style guides, and information architecture.

    
    

Required Skills & Tools

• Exceptional Writing: Ability to distill complex technical information into clear, user-friendly content for various audiences (developers, administrators, end-users).
• UX Writing: Understanding of microcopy and user experience design principles.
• Marketing Translation: Ability to bridge the gap between technical specs and marketing language (features vs. benefits).

• Documentation Tools: Proficiency with modern tools (e.g., Confluence, ReadMe, Zendesk Guide, SharePoint).
• Docs-as-Code: Experience with "docs-as-code" workflows (Markdown, Git) is a strong plus.
• Visuals: Experience creating visual aids, diagrams, and flowcharts (Lucidchart, Draw.io, Visio).

• Solid understanding of the Software Development Lifecycle (SDLC) and Agile methodologies.
• Familiarity with documenting RESTful APIs (Swagger/OpenAPI is a plus).
• Ability to read and understand basic code snippets (JSON, XML, simple scripts).

Required Experience & Qualifications

• Education: Bachelor's degree in Technical Communication, English, Computer Science, or equivalent experience.
• Experience: 3–5+ years of professional technical writing experience in a software company.
• Portfolio: A portfolio of writing samples (e.g., user guides, API documentation, release notes, or conceptual explanations) is required.
• Release Experience: Proven experience managing documentation specifically for software releases (release notes, migration guides).

Personal Attributes

• Independent Worker: Ability to take ownership of documentation projects and work autonomously with minimal supervision.
• Collaborative Bridge: Excellent interviewing skills to extract info from SMEs, and the ability to pivot between talking to Engineers and Product Marketers.
• Detail-Oriented: A strong commitment to accuracy, clarity, consistency, and version control.
• Proactive: Identifies gaps in documentation or processes (e.g., outdated Wiki pages) and takes the initiative to fix them.