About the role

You'll join our Technical Support team as a technical writer. You'll write the documentation that helps customers understand and use the product. You'll report into Support, so you'll work closely with agents and support leaders to shape what the knowledge base should become. You'll also partner with product managers, designers, and engineers to document features before they ship.

Your writing will shape how well customers can help themselves. You'll help reduce ticket volume, speed up support responses, and give the AI assistants that handle customer questions better material to work with. It's a hands-on writing role that directly affects customer experience.

What you'll do

• Write and update knowledge base articles for the product areas you own, including admin guides, how-tos, and troubleshooting content
• Work with the support team to spot common customer issues, close gaps in the KB, and decide what to update next
• Partner with PMs and engineers as new features get built, drafting release notes, in-app help text, and UX microcopy along the way
• Own one or two product areas as your main focus, and pitch in on shared areas when needed
• Create your own screenshots and short screen recordings to go with your writing
• Explain AI features clearly, including what they can and cannot do, and how the guardrails work
• Write content that reads well for people and also works for the AI assistants pulling from the KB
• Review and edit content from other writers against our style and voice guidelines
• Help keep the KB healthy, including style guide upkeep, consistent terminology, and review workflows
• Refresh older docs as the product changes, and clean up what's outdated

What we're looking for

• 3 to 6 years of technical writing or product content experience, ideally at a B2B SaaS company
• A good understanding of how enterprise software works, including permissions, roles, integrations, admin versus end-user experiences, and multi-step workflows
• Clear, concise writing with strong editorial judgment and the ability to edit your own work well
• Familiarity with common style guides such as the Microsoft Writing Style Guide or the Google Developer Documentation Style Guide
• Product thinking: you connect features to the real problems users are trying to solve, and you see content as part of the product experience
• Comfort looking at support data like ticket trends and common failure points to guide your work
• A sense of how the KB feeds into support tools, whether that's agent assist, chatbots, or AI assistants
• Comfort working in agile cycles with shifting scope and tight turnarounds
• A portfolio with published KB articles, release notes, or product UX copy
• Hands-on experience with a content management system (CMS) for knowledge base or help center content, including publishing and review workflows, versioning, tagging or taxonomy setup, 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 understanding of information architecture and how to structure content well

Nice to have

• Writing experience in intranet, employee experience, collaboration, or productivity products
• Exposure to Knowledge-Centered Service (KCS) or a similar way of running support content
• Experience writing for or about AI and LLM features, including prompt guidance and content that AI can retrieve from cleanly
• Comfort using AI tools responsibly in your own writing workflow, from drafting to editing
• Some background in content design systems or terminology governance

What you'll get

• Meaningful ownership from day one, with room to grow into content strategy and IA work
• Mentorship from a senior IC on UX writing, content design, and information architecture
• Direct partnership with support, product, and design teams
• A predictable release cadence and clear delivery expectations
• Visibility into how your work moves the metrics Support cares about