Technical Writer

100% rev. 2024

Department: Customer Success

Reports to: Customer Success Manager Job Summary:

The primary function of the Technical Writer is to create, update and be responsible for customer-facing technical documentation primarily for developers (“Builders”) who are working with our workflow platform. You'll work with product management, engineers, delivery consultants and customer success to understand the platform and create clear, concise, and accurate documentation.Drawing on your technical and communication skills, you'll expertly make content decisions based on product release information, support ticket data, and feedback from users and internal stakeholders. This role may include support of our broader enablement needs.

Duties/Responsibilities:

• Produce high-quality, clear, and concise documentation in written form and / or using video to convey explanations or to educate users

• Maintain or improve the consistency in language and readability level of all documentation

• Deploy and maintain documentation standards, processes, and best practices

• Create and maintain API and integration documentation in repositories

• Effectively manage documentation projects and deliver customer-focused and goal-oriented documentation

• Engage and collaborate with customer feedback programs to address content gaps, respond to direct customer feedback, and promote continuous improvement of the documentation experience

• Keep up to date with changes to our offerings, customer use cases, and support issues

• Collaborate with the various stakeholders teams to continuously create and improve the user experience of our help documentation

• Develop an understanding of competitor messaging and community content strategies

• Performs other related duties as assigned.

Required Skills/Abilities:

• Prior experience writing for technical products.

• Excellent verbal and written communication skills.

• Proven ability to break complex concepts into logical chunks.

• Excellent interpersonal and customer service skills.

• Excellent organizational skills and attention to detail.

• Effective at managing relationships and collaborating with others

• Excellent time management skills with a proven ability to meet deadlines.

• Ability to function well in a high-paced and at times stressful environment.

• Proficient with Google or related software.

Education and Experience:

• BA/BS degree or higher in technical writing, technical communication, computer science, English or journalism

• 4 years of technical writing experience

• Proven ability to write high-quality technical documentation and familiarity with best practices in technical writing

• Able to read and write specs and knowledge of Restful design

• Able to interpret markup languages such as HTML, CSS, JavaScript to create meaningful materials

• Ability to meet deadlines and to work independently

• Experience with video recording