Technical Writer

Accountabilities:

• Write, maintain, and improve knowledge base content, including admin guides, how-to articles, troubleshooting documentation, release notes, in-app help text, and UX microcopy.
• Own documentation for one or two product areas while contributing to shared knowledge areas when needed.
• Partner with Support teams to identify recurring customer issues, analyze ticket trends, close documentation gaps, and prioritize content updates.
• Collaborate with Product Managers, Designers, and Engineers throughout development cycles to document new features before and as they are released.
• Create screenshots and short screen recordings to make technical content easier to understand and follow.
• Develop clear documentation for AI-powered features, including capabilities, limitations, appropriate usage, and guardrails.
• Create content that is useful for customers while also being structured and optimized for AI assistants and support tools that retrieve information from the knowledge base.
• Review and edit content produced by other writers, ensuring consistency with established style, terminology, and voice guidelines.
• Maintain knowledge base quality through content reviews, style guide updates, terminology governance, taxonomy, and publishing workflows.
• Refresh outdated documentation as the product evolves and ensure content remains accurate and relevant.
• Contribute to broader content strategy and information architecture initiatives as the function grows.

Requirements:

• 3–6 years of experience in technical writing, product content, or a closely related field, ideally within a B2B SaaS or enterprise software environment.
• Strong understanding of enterprise software concepts, including user roles, permissions, integrations, administrative and end-user experiences, and multi-step workflows.
• Excellent written communication skills, with the ability to explain complex technical concepts clearly, concisely, and accurately.
• Strong editorial judgment and the ability to effectively review, edit, and improve your own and others’ work.
• Familiarity with established technical writing standards such as the Microsoft Writing Style Guide or Google Developer Documentation Style Guide.
• A product-oriented mindset, with the ability to connect product capabilities to the real problems and goals users are trying to solve.
• Experience using support data, ticket trends, customer issues, or failure points to inform documentation priorities.
• Understanding of how knowledge base content supports agent-assist tools, chatbots, AI assistants, or similar technologies.
• Hands-on experience with a knowledge base or help-center CMS, including publishing and review workflows, versioning, tagging, taxonomy, and managing content across draft, review, and published states.
• Hands-on experience writing API documentation, including endpoint references, request and response examples, authentication flows, error handling, and code snippets.
• Basic knowledge of information architecture and the ability to structure content in an intuitive, scalable way.
• Comfortable working in agile environments with changing priorities, tight deadlines, and evolving product requirements.
• A portfolio demonstrating published knowledge base articles, release notes, API documentation, product content, or UX writing.
• Strong collaboration and communication skills, with the ability to work effectively across Support, Product, Design, and Engineering.
• Experience with intranet, employee experience, collaboration, or productivity products is a plus.
• Exposure to Knowledge-Centered Service (KCS) or similar support-content methodologies is advantageous.
• Experience documenting AI or LLM-powered features, including prompt guidance and content optimized for AI retrieval, is a plus.
• Comfortable using AI tools responsibly as part of a writing and editing workflow.
• Familiarity with content design systems or terminology governance is beneficial.

Benefits:

• Meaningful ownership and the opportunity to grow into content strategy and information architecture responsibilities.
• Mentorship from experienced professionals in UX writing, content design, and information architecture.
• Direct collaboration with Support, Product, Design, Engineering, and other cross-functional teams.
• A predictable product release cadence and clear delivery expectations.
• Visibility into how your documentation directly influences customer support metrics and experiences.
• Flexible work arrangements based on a Hub-Hybrid-Remote model, with the role in India supporting hybrid work from the Gurugram office.
• The opportunity to work on enterprise SaaS products and emerging AI-powered experiences.
• An environment that values authentic communication, collaboration, and inclusive ways of working.
• Accessibility support is available for candidates who require assistive technology during the hiring process.