Technical Documentation Manager, Product Content at ServiceTitan
Technical Documentation Manager, Product Content
Ready to be a Titan?
As a Technical Documentation Manager at ServiceTitan, you’ll lead a group of writers in producing and delivering compelling help documentation for content needs across the organization. You’ll work closely with the senior manager of Product Content to help scale the technical writing team to meet demand, while supporting technical documentation strategies and processes. Additionally, you’ll use your leadership and technical writing expertise to jump in and assist, and mentor mid-level to senior writers to drive the best results.
The Technical Documentation team under Product Content is made up of talented technical writers who work closely with developers, quality engineers, product managers, support, enablement, and usability experts to find content solutions for the everyday needs of our customer base, internal and external. Other responsibilities include attending meetings and collaborating cross functionally to help identify content gaps and solutions to meet short- and long-term goals.
What you'll do:
Effectively oversee day-to-day team activity: Meet and work with writers to understand individual contributions and needs, including guiding overall output and prioritization strategies to meet OKRs and key goals
Identify issues and solve: Develop and implement technical writing content strategies for our knowledge base to expand current offerings and enhance the overall customer experience
Audit content and optimize: Lead and participate in content audits of existing documentation to ensure optimization of content, architecture, and accuracy across feature components in our knowledge base
Track metrics and lead efforts: Use data analytics to report on and track user engagement and behavior for all help content and drive effective decision making through key data points
Provide actionable feedback that drives results: Give ongoing feedback that helps elevate a writer’s abilities to ensure they’re writing for impact and adding QA to meet content style guidelines and customer needs
Produce with impact: Help develop effective documentation that promotes self-service and efficiency for our end-users and internal employees
Write clean and clear copy: In addition to bringing stellar editing and mentoring skills to the team, you can author easy-to-understand customer-facing guides and help articles, including work with product managers and teams for an in-depth understanding of the product and documentation requirements
Collaborate and participate: Work with the writing team to improve content as we enhance the customer experience through new feature releases and improvements and other key initiatives, including testing and refactoring as needed
Support and manage administrative team needs: Including but not limited to managing JIRA processes and documentation issues and keeping up with licensing for all tools while identifying areas for improvement as team grows
What you'll bring:
Bachelor’s and/or Master’s degree in English, Technical Communications, Computer Science, Engineering, or related fields
Experience in technical writing / communications, professional editing, and / or API documentation in a senior role (8–10+ years preferred)
Experience managing and scaling a team of technical writers in the tech industry (2–3+ years)
Experience working in software development/SaaS space (4–5+ years preferred)
Excellent grammar and proofreading skills
Ability to provide action-driven feedback to help mentor and guide writers of all levels
Ability to lead others and coordinate multiple ongoing projects and documentation needs to support organizational needs in a fast-paced environment
Ability to organize and simplify large amounts of data and information and multi-tiered processes
Ability to quickly grasp complex technical concepts and make them easily understandable in text and via images/media
Familiarity with HTML / CSS, Confluence / JIRA, and demonstrated ability to learn new software and technical skills
Preferred Skills (if you have one of the following skills, this is a bonus)
Experience producing and managing API documentation and troubleshooting help content for internal and external audiences
Experience with single-source / component-based authoring tools, including headless content management systems
Knowledge of home services industries such as plumbing, electrical, HVAC, and the likes
Please submit a writing portfolio (3–5 writing samples) that demonstrates your ability to produce efficient and clearly written customer-facing and/or internal documentation. This can include content strategy, too. The portfolio should exhibit your ability to understand and implement content architecture and / or presentation of complex concepts. A diverse writing portfolio that includes online content and data visualization is preferred.
Be Human With Us:
Being human isn’t about checking every box on a list. It’s about the experiences we have, people we meet, and the perspectives we share. So, if you have the skills but are hesitant to apply because of your background, apply anyway. We need amazing people like you to help us challenge the conventional and think differently about the problems that we’re solving. We’re in this together. Come be human, with us.
What We Offer:
When you join our team, you’re not just accepting a job. You’re making a career move. Here’s how we’ll support you in doing some of the most impactful work of your career:
Flextime, recognition, and support for autonomous work: Flexible time off with ample learning and development opportunities to continue growing your career. We offer a comprehensive onboarding program, leadership training for Titans at all levels, and other programs and events. Great work is rewarded through Bonusly, peer-nominated awards, and Founders Club- open to all Titans.
Holistic health and wellness benefits: Company-paid medical, dental, and vision (with 100% employer paid options and 80% coverage for dependents), FSA and HSA, 401k match, and telehealth options including memberships to Headspace, Galileo, One Medical, Ginger and more.
Support for Titans at all stages of life: Parental leave and support, up to $20k in adoption reimbursement, on demand maternity support through Maven Maternity, free breast milk shipping through Maven Milk, pet insurance, legal advisory services, financial planning tools, and more.
At ServiceTitan, we celebrate individuality and uniqueness. We believe that the convergence of fresh perspectives and experiences from all walks of life is what makes our product and culture so great. We strongly encourage people from underrepresented groups to apply. We do not discriminate against employees based on race, color, religion, sex, national origin, gender identity or expression, age, disability, pregnancy (including childbirth, breastfeeding, or related medical condition), genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state or local laws.