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We are seeking a highly skilled and motivated Technical Writer to join the Education Teams effort in auditing, revamping, and creating content for our customer-facing Help Center/Knowledge Base. This role is critical as the quality and structure of the documentation will directly feed and train our new AI support tools and directly support our customers.
our Education team members have a deep desire to fully understand complex concepts, then be able to break them down to present them in a well-structured yet simplified and engaging manner.
The ideal candidate will be a strategic thinker who is a team player and an educator at heart, passionate about technology, with a deep understanding of technical documentation standards, information architecture, and the specific requirements for AI-ready content, training and education methodologies.
Responsibilities:
Knowledge Base Revamp & AI Optimization:
Conduct a comprehensive audit of the existing Help Center content for accuracy, clarity, completeness, and consistency as we migrate to a new tool.
collaborate and maintain a new information architecture and content structure optimized specifically for ingestion and utilization by AI support tools (e.g., clear, concise articles, defined topic boundaries, robust tagging/metadata).
Collaborate with the AI/Engineering teams to understand the technical requirements for content delivery to the AI platform and establish content governance rules.
Content Creation and Management:
Write, edit, and publish high-quality, user-friendly technical documentation, including tutorials, how-to guides, troubleshooting steps, and feature overviews for our SaaS product.
Understand target audiences to be able to accommodate the different roles and personas.
Ensure all content adheres to our brand voice, style guide, and technical accuracy.
Manage the documentation lifecycle within the chosen Knowledge Base platform (Confluence, Intercom).
Cross-functional Collaboration:
Work closely with Product Managers and Engineers to document new features and updates before launch, for both internal and external users.
Partner with the Customer Support team to identify key pain points and knowledge gaps that can be addressed by improved documentation and AI routing.
Provide feedback to the product team on UI/UX improvements based on content structure and user confusion.
Metrics and Improvement:
Establish and track key performance indicators (KPIs) related to documentation effectiveness, such as content usage, search success rates, case deflection rates attributable to the AI, and content quality scores.

That's why we're hiring a sharp, AI-enthusiastic technical writer and content creator to own how we produce, automate, and scale our documentation and content. You'll sit at the intersection of technical writing, product marketing, and AI automation - managing our knowledge base, building AI-powered workflows, and partnering with PMM to produce high-quality content at scale. If the idea of using AI to 10x a content team's output without sacrificing quality excites you, keep reading.


Responsibilities:
What You'll Do

Documentation & Knowledge Base

Own and maintain documentation - ensuring it is accurate, well-structured, and always up to date

Write and edit technical documentation including product guides, release notes, API references, onboarding materials, and FAQs

Build a scalable documentation system that can grow with our product and team

Work closely with Product and Engineering to translate complex technical concepts into clear, accessible content

AI Automation & Workflow

Design and implement AI-powered workflows to automate repetitive documentation and content tasks

Use tools like LLMs, AI writing assistants, and automation platforms to accelerate content production

Build prompt libraries, content templates, and AI-assisted review processes that maintain brand quality

Identify new opportunities to use AI to improve content accuracy, consistency, and speed

Content Creation for PMM

Partner with the Product Marketing team to create content, including blog posts, case studies, landing page copy, product one-pagers, and email sequences

Help maintain brand voice across all content types - from technical docs to marketing material

Support campaign launches with well-written, technically accurate content that speaks to both technical and business audiences

we are looking for a Junior Knowledge Base Writer.
In your day-to-day, you will:
Work closely with Product Team to learn about new features and create supporting content, including writing and updating feature overview pages, how-to articles, as well as producing the accompanying FAQs, images, graphics, GIFs, tables, and charts.
Design the Help Center and maintain its organization and layout.
Work alongside the Support Team and Customer Success Team to understand gaps in user knowledge and areas of product confusion to define content that is needed.
Serve as the knowledge expert internally at the company, especially to our Go to Market team, answering product related questions on our internal channels.
Use tools like Figma, Zendesk, Canva, and Jira.