Role Overview
Join a team where your writing directly empowers users to get the most from a powerful SaaS platform. As a Technical Writer, you’ll be responsible for producing and maintaining accurate, accessible documentation across customer and internal channels. You’ll work closely with product teams and subject matter experts to translate complex technical details into clear, actionable content.
Key Responsibilities
- Learn and document features across the product ecosystem, ensuring content reflects current functionality and best practices.
- Write and edit help articles, reference guides, FAQs, and troubleshooting content for the Help Center.
- Develop API documentation for developer audiences, ensuring clarity and precision.
- Create and support eLearning content, including scripts and visuals for training modules and video tutorials.
- Produce internal documentation to support teams across the organization.
- Generate visual assets such as annotated screenshots and short animations to enhance understanding.
- Collaborate on video production, from scripting to light editing, to deliver engaging instructional content.
- Use AI-powered tools to improve content creation, from drafting to quality assurance, and help shape evolving workflows.
- Track and manage documentation projects, meeting deadlines and adapting to shifting priorities.
- Contribute to content standards, templates, and style guidelines to ensure consistency and scalability.
- Analyze user feedback and site analytics to identify gaps and improve content relevance.
- Work with web teams to enhance the usability and structure of documentation platforms.
- Optimize content for search visibility and user discovery.
- Support initiatives to strengthen content governance and documentation processes.
Qualifications
- 3–5 years of experience creating web-based technical content for diverse audiences.
- Bachelor’s degree in English, Technical Communication, or a related field, or equivalent professional experience.
- Proficiency in HTML formatting and web publishing workflows.
- Strong command of written and spoken English (C1 or higher).
- Experience designing templates and processes that support consistent content delivery.
- Familiarity with SEO and GEO principles to improve content reach.
- Experience using analytics tools like Google Analytics to guide content improvements.
- Interest in SaaS technology and experience explaining complex systems clearly.
- Ability to interpret technical specifications and transform them into user-friendly guidance.
- Experience creating video content, including scripting and screen recording.
- Skilled at producing visual aids that clarify technical concepts.
- Organized and capable of managing multiple projects and deadlines independently.
- Experience moving content from draft to publication using content management systems.
- Familiarity with Drupal 9 or later is a plus.
- Proven experience integrating AI tools into writing workflows, including custom configurations like GPTs or Gems.
- Thoughtful perspective on the evolving role of AI in technical communication and content development.
Preferred Qualification
- Smartsheet Product Certification
Technology Environment
HTML, Google Analytics, Drupal 9+, AI writing tools, GPTs, Gems, and large language models (LLMs)
Work Environment
This role supports remote work within Costa Rica. You can telework from any registered location in the country, with flexibility to support productivity and work-life balance.
Culture and Values
Our culture values curiosity, ownership, and collaboration. You’ll have the freedom to explore new ideas, challenge assumptions, and grow beyond your job description. We welcome diverse backgrounds and nontraditional paths, and we believe meaningful contributions come from people who care deeply and communicate thoughtfully. Your work will have real impact—helping users around the world achieve more with technology.
