About ServiceTitan 

ServiceTitan is a mobile, cloud-based software that helps plumbing, HVAC, and electrical residential contractors streamline operations, improve customer experience, and grow their business. ServiceTitan's end-to-end solution for the multi-billion dollar home services industry includes CRM, intelligent dispatch, comprehensive reporting, marketing management, mobile app for field techs, and accounting integration. ServiceTitan brings a fully operational modern SaaS infrastructure to an industry traditionally underserved by technology. ServiceTitan strives to champion residential contractors by providing the best software for them to delight homeowners, manage their business, and improve sales.

This is a great opportunity to be a part of a start-up that is already successful, yet early enough to offer its team members significant growth and equity opportunities. We have a proven product, brand-name customers, significant revenue and growth, and are backed by Bessemer Venture Partners, the leading investors in cloud software.

If you are intelligent, humble, and passionate about making a difference in the lives of hard-working individuals, and want to have a real, immediate impact on our company, ServiceTitan wants to be your platform for achieving the extraordinary. You should join us.

Technical Writer

As a Technical Writer you will become an important member of the Documentation Team. You will join a team of talented tech writers who work collaboratively with developers, quality engineers, product managers, and usability experts to make our products easier to use. You will take ownership of key documentation areas, assist the team with documentation updates, and contribute to the maintenance of the ServiceTitan knowledge base.

Responsibilities:

• Act as the lead technical writer for assigned product areas. This will include all documentation for new features and documentation updates.
• Assist with the maintenance of a basic working wireframe of knowledge base content. Pay special attention to documentation links, ensuring that the user experience is logical and as flawless as possible. Focus on efficiency, reuse, and single-sourcing opportunities.
• Collaborate on the implementation of Google Analytics and machine learning for documentation planning and analysis of user behaviors.
• Create and maintain content architecture.
• Assist the documentation team with updates to existing documentation.
• Help the documentation team to track and identify documentation areas impacted by UI changes and new features.
• Participate in audits of existing documentation to ensure optimization of content architecture and accuracy of content.
• Write easy-to-understand and customer-facing user guides and help articles.
• Work with Product Managers and internal teams to obtain an in-depth understanding of the product and the documentation requirements.
• Assist Product Managers as necessary, including verification of requirements, collecting and preparing feedback and data needed for product decisions, troubleshooting and resolution of end user issues whenever possible, answering product-related questions for current and new features, composing JIRA tickets, preparing documentation and information as requested by the Product Manager, and other duties.
• Produce high-quality documentation that meets applicable standards and is appropriate for its intended audience.

Requirements:

• Bachelor's degree in English, Technical Communications, Computer Science, Engineering, or related fields.
• Prior experience in technical writing, professional editing, or grant writing (2 years preferred).
• Prior experience with software development (2 years preferred) or educational equivalent.
• Superb grammar and spelling.
• Keen eye and attention to detail.
• Excellent proofreading skills.
• Advanced logic and problem-solving skills.
• Ability to organize and simplify large amounts of data and multi-tiered processes.
• Ability to work autonomously on assigned tasks and coordinate multiple ongoing projects.
• Ability to quickly grasp complex technical concepts and make them easily understandable in text and pictures.
• Familiarity with HTML, CSS, and JIRA. Demonstrated ability to learn new software and technical skills.

Preferred Skills (if you have one of the following skills, this will be a significant bonus)

• Accounting knowledge and/or experience with Quickbooks or Intacct.
• Experience in a support role or experience in curriculum development.
• Experience with MadCap Flare.
• Knowledge of the home services or HVAC industry.

Portfolio Submission

• Please submit a writing portfolio (3-5 writing samples).
• The writing portfolio must demonstrate the ability to produce efficient and clearly written customer-facing and/or internal documentation. A diverse writing portfolio that includes online content and data visualization is preferred. The writing portfolio should exhibit the candidate's ability to understand and implement content architecture and/or presentation of complex concepts.

Benefits:

• Competitive salary and 100% covered Medical, Dental and Vision insurance
• Equity in one of the fastest-growing companies
• Work at one of the most successful and rapidly growing start-ups in the Los Angeles area
• Do work that matters and makes a noticeable impact on your team and customers
• Work with brilliant, motivated, and fun team members
• Fun perks includes free lunches everyday, Fun Fridays, team outings, flexible time off, annual bonuses and more!