Key Responsibilities:

• Customer-Facing Communications:
• Collaborate with product managers, engineers, and customer support teams to create technical documentation for product manuals, user guides, FAQs, and knowledge base articles.
• Translate technical concepts and specifications into easy-to-understand, customer-friendly language.
• Ensure consistency, accuracy, and clarity in all customer-facing communications to enhance the user experience.
• Collaborate with product managers, engineers, and customer teams to create, train/support teams, and maintain our Shared Responsibility Model which will align expectations and responsibilities of our cloud company and customers.
• Internal Documentation Management:
• Manage and maintain internal documentation repositories, including technical specifications, design documents, and standard operating procedures (SOPs).
• Organize and categorize internal documents to facilitate easy access and retrieval by relevant teams.
• Update and revise internal documentation as needed to reflect changes in processes, procedures, or product features.
• Collaborate with product managers, engineers, and customer teams to document our culture and definitions to support customer empathy.
• Documentation Process Improvement:
• Identify opportunities to streamline documentation processes and improve documentation quality and efficiency.
• Implement best practices for documentation authoring, formatting, version control, and review processes.
• Develop templates and style guides to standardize documentation formats and ensure consistency across all documents.
• Training and Support:
• Provide training and support to internal teams on documentation tools, processes, and best practices.
• Act as a subject matter expert on documentation-related inquiries and provide guidance as needed.

Qualifications:

• Bachelor’s degree in Technical Writing, English, Communications, Computer Science, or a related field.
• Proven experience of 2-3 years as a technical writer, preferably in a technology-driven industry.
• Strong writing skills, with the ability to communicate complex technical concepts clearly and concisely.
• Proficiency in documentation tools and software such as Google Suite, Highspot, Microsoft Word,  and Confluence.
• Experience with version control systems (e.g., Git) and documentation collaboration platforms is a plus.
• Excellent organizational skills with the ability to manage multiple projects and priorities simultaneously.
• Attention to detail and commitment to producing high-quality documentation that meets the needs of both internal and external audiences.