Manager, Technical Writer

About WebEngage

WebEngage is a leading B2B SaaS Customer Data and Engagement Platform that empowers consumer businesses to deliver personalized experiences at scale. The platform unifies customer data, automates lifecycle marketing, and orchestrates omnichannel engagement across digital touchpoints including email, SMS, WhatsApp, push notifications, in-app messaging, and web channels.

Founded in 2011 and headquartered in Mumbai, WebEngage serves hundreds of global brands across industries such as e-commerce, fintech, travel, edtech, gaming, media, and consumer apps. The company has a strong presence across India, the Middle East, Africa, Latin America, and Southeast Asia.

Learn more about us at www.webengage.com

Job Description

We're looking for a Manager, Technical Writer, to lead and grow our documentation function. You'll own the strategy, standards, and delivery of all technical content — from product and API documentation to developer guides and in-app help. 

What you'll do

Team & People

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  Build, mentor, and manage a team of technical writers; own hiring, onboarding, workload distribution, and career growth

  
  


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  Set clear goals and provide regular feedback; coach writers to raise the bar on clarity, accuracy, and structure

  
  


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  Foster a culture of documentation-first thinking across the product and engineering org

  
  

Documentation Strategy & Delivery

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  Own the documentation roadmap aligned to WebEngage's product releases across channels — Push, Email, WhatsApp, Journey Designer, Data Platform, and more

  
  


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  Ensure timely, accurate, and complete coverage across all content types: user guides, API/SDK docs, release notes, integration guides, onboarding flows, and knowledge base articles

  
  


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  Drive adoption of a docs-as-code workflow using version control, structured authoring, and continuous publishing

  
  

Standards & Governance

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  Define and maintain WebEngage's documentation style guide, taxonomy, and content governance framework

  
  


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  Conduct regular content audits; track documentation health via coverage, freshness, and usage metrics

  
  


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  Establish review processes with Product, Engineering, and Customer Success to keep documentation current through rapid release cycles

  
  

Cross-functional Collaboration

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  Partner with Product Managers and Engineers to embed documentation into the product development lifecycle

  
  


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  Work closely with Customer Success, Support, and Solutions teams to identify gaps from real customer pain points

  
  


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  Collaborate with the Marketing team on developer-facing content, product announcements, and integration showcases on the WebEngage developer portal

  
  

What we're looking for

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  6–9 years of technical writing experience in a software product company

  
  


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  Strong working knowledge of REST APIs, webhooks, and SDK documentation; ability to read and interpret code (Python, JS, or similar)

  
  


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  Proficiency with docs-as-code tools — Git, Markdown, and static site generators (MkDocs, Docusaurus, or similar)

  
  


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  Experience with documentation platforms such as Confluence, Notion, ReadMe, or Zendesk Guide

  
  


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  Excellent written communication; proven ability to simplify complex platform behaviour for both technical and non-technical audiences

  
  


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  Strong stakeholder management and ability to align priorities across fast-moving product and engineering teams

  
  

Nice to have

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  Prior experience at a martech, analytics, or customer engagement platform.

  
  


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  Exposure to AI-assisted documentation tools or automated content workflows is a big plus. 

  
  


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  Familiarity with developer portal design, UX writing, or information architecture

  
  


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  Understanding of customer lifecycle marketing concepts — segmentation, journeys, push/email/SMS channels

  
  


• Upload your portfolio here - https://forms.gle/Y4xLv7GEskwqrF7b9

Location – Mumbai

Life at WebEngage:

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  We take transparency very seriously. Along with a full view of team goals, get a top-level view across the board with our monthly & quarterly town hall meetings.

  
  


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  A highly inclusive work culture that promotes a relaxed, creative and productive environment.

  
  


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  Practice autonomy, open communication, and growth opportunities,while maintaining a perfect work-life balance

  
  

Explore more here:

• https://youtu.be/Y0HjfyMjUpg

• https://www.linkedin.com/company/webengage

• https://twitter.com/WebEngage?s=09

Do you think you fit the bill? Come along, letʼs redefine the future of Marketing Automation!

WebEngage aims to be an equal opportunity employer. We strongly believe that when people feel respected and included they can be more creative, innovative, and successful. We believe that change is the only constant and are in the process and will continue to be in process with changing times to adapt and advance diversity and inclusion. We take affirmative action to ensure equal opportunity and complete non-disclosure of all applicants without any regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or any other characteristics not mentioned hereinabove which are protected under the law of the soil.