Sr. Technical Writing Specialist

The Senior Technical Writing Specialist, of the Product Operations subfamily within the Product job family, is responsible for creating and maintaining customer-facing product documentation that enables customers to effectively understand, use, and administer the company’s products. The Product Operations subfamily is responsible for centralizing market and financial analysis, pricing, SOPs, business cases, product launches, and other cross-department initiatives. This role partners closely with Product Management, Engineering, Support, and Go-To-Market teams to ensure external documentation accurately reflects product capabilities, workflows, configuration options, and requirements throughout the product lifecycle. The Senior Technical Writing Specialist plans, organizes, writes, and edits customer-facing software documentation and manuals; maintains a comprehensive library of technical terminology; and gathers information related to product needs, objectives, functions, features, and requirements to ensure content is clear, consistent, and aligned with customer use cases.

Expected Duties:

• Develop and maintain complex, customer-facing technical documentation, including advanced product features, configurations, integrations, and end-to-end workflows. Complexity is defined by the depth of technical knowledge required, system interactions involved, and content scope.

• Produce documentation that consistently adheres to established standards and guidelines defined in the documentation style guide.

• Contribute to the development and maintenance of documentation style guides, article templates, and formatting standards.

• Partner with Product Management, Engineering, and Support to understand product behavior, workflows, system interactions, and roadmap changes, and ensure customer-facing documentation is created or updated as needed to support product adoption.

• Review published documentation and recommend revisions related to scope, structure, clarity, and presentation, ensuring content remains aligned with current product capabilities and customer use cases.

• Collaborate with internal stakeholders to define documentation requirements, clarify technical details, and ensure customer-facing materials meet established standards and release-readiness expectations.

Qualifications: Knowledge, Skills, and Abilities:

Education & Experience

• Bachelor’s degree in English, Technical Communication, Computer Science, or a related field

• 3+ years of experience in technical writing, preferably in software or technology environments

Technical Skills

• Familiarity with knowledge management platforms (e.g., Salesforce Lightning Knowledge)

• Proficiency in authoring tools (e.g., MadCap Flare, Adobe FrameMaker, Microsoft Word)

• Familiarity with content management systems and version control (e.g., SharePoint)

• Ability to write and edit complex technical documentation, including administrative guides, user guides, and other knowledge base content.

• Strong understanding of technical terminology and ability to maintain a comprehensive terminology library

Analytical & Organizational Skills

• Ability to gather and analyze information about needs, objectives, functions, features, and requirements

• Experience partnering with Product Management, Engineering, and other cross-functional teams to understand product behavior, workflows, and system interactions for the purpose of documenting customer-facing procedures and usage.

• Skill in reviewing and revising published materials for accuracy, scope, format, and content

Communication & Collaboration

• Excellent written and verbal communication skills

• Ability to collaborate with cross-functional internal stakeholders to define and clarify technical requirements and specifications.

• Experience collaborating with cross-functional teams, including product, engineering, and services operations

Quality & Standards

• Experience developing and maintaining documentation style guides, standards, and writing guidelines.

• Attention to detail and commitment to high-quality, consistent documentation

Other Abilities

• Self-motivated with the ability to perform routine tasks independently and with minimal supervision

• Adaptability to evolving technical fields and willingness to assist in the development of new materials