Technical Document Writer

The Technical Document Writer will play a critical role in developing and maintaining high-quality documentation that enhances product understanding and usability for customers, partners, and internal teams. You will collaborate closely with Product, Engineering, Customer Success, and Marketing teams to create comprehensive documentation that simplifies complex concepts and supports product adoption.

• Documentation Ownership: Create, manage, and maintain user guides, API documentation, technical manuals, and other product-related content to support internal teams, customers, and partners.
• Content Development: Write clear, concise, and structured documentation that makes technical concepts accessible to non-technical users.
• Collaboration: Work closely with Product Managers, Engineers, and Customer Success teams to gather information and ensure accuracy in all documentation.
• Process & Standards: Establish documentation standards, templates, and best practices to ensure consistency and scalability.
• Version Control: Maintain documentation updates in line with product releases, ensuring timely revisions that reflect new features, enhancements, or changes.
• Training & Enablement Materials: Support the Product Enablement team in creating training content, FAQs, and knowledge base articles for internal and external audiences.
• Tooling & Management: Oversee and optimise documentation platforms, knowledge bases, and content management systems.
• Customer Feedback Integration: Gather and incorporate feedback from users to continuously improve documentation clarity and usefulness.
• SEO & Accessibility: Ensure documentation is optimised for searchability, readability, and accessibility best practices.

• Bachelor’s degree in Technical Writing, Creative Writing, Communications, or a related field.
• 1+ years of experience in technical writing, documentation, or related roles in a SaaS, MarTech, or customer engagement company.
• Familiarity with customer data platforms (CDPs), API documentation, and omnichannel engagement tools.
• Strong ability to explain complex technical concepts in simple terms.
• Excellent writing, editing, and organizational skills using documentation tools such as (Confluence, Markdown, MadCap Flare, etc.).
• Experience working within Agile development environments, collaborating closely with Product and Engineering teams.
• Understanding of SEO best practices for technical documentation.
• Ability to create engaging multimedia documentation (e.g., instructional videos, interactive guides).
• Familiarity with SaaS products, CRM software, or customer support workflows is a plus.
• Technical Writing Expertise: Proven experience in writing and structuring technical documentation, user guides, and API documentation.
• Product Knowledge: Ability to understand and communicate complex SaaS and CDP-related concepts in a clear and engaging manner.
• Content Strategy: Strong understanding of documentation best practices, including structuring content for different audiences.
• Cross-Functional Collaboration: Ability to work with engineering, product, and customer success teams to ensure technical accuracy and usability.
• Tools & Platforms: Experience with documentation platforms such as Confluence, ReadMe, Notion, GitHub, or similar content management tools.
• Strong Communication Skills: Exceptional written and verbal communication skills, with a sharp eye for detail and clarity.
• Process & Organisation: Highly structured approach to managing documentation updates, revisions, and releases.