Technical Writer
About the job
As a Technical Support Writer, you'll be at the forefront of Client First Mentality! You will handle our support knowledgebase and provide accurate and comprehensive technical documentation to support our products and services. The Technical Support Writer will work closely with the Client Success and the Engineering Teams to create clear and concise documentation that helps our clients effectively use and troubleshoot our products and services.
We believe that to truly maximize the potential of our platform, it’s crucial for our team members to have a genuine interest in learning and becoming experts on our mobile app platform. This curiosity and dedication enable us to effectively translate the platform’s features into use cases that align with our customers’ preferences and requirements.
Requirements
Previous experience in technical writing, preferably in a customer support or software development environment.
Strong proficiency in English written communication and the ability to convey complex technical concepts in a clear and understandable manner.
Familiarity with documentation tools and platforms such as knowledge bases, Intercom, or Atlasian.
Excellent collaboration skills to work effectively with cross-functional teams.
Curiosity and dedication to learning and becoming an expert on our mobile app platform.
Ability to understand software technical concepts and translate them into clients facing documentation.
Knowledge of mobile app development, APIs, and software troubleshooting is a plus.
Educational Requirements:
A bachelor's degree in English, Communications, or a relevant field such as Technical Writing, Computer Science, or a related discipline.
We value a combination of formal education and practical experience. While a degree is required, we recognize that practical skills and industry knowledge are equally important. If you have a strong track record of success in technical writing and support, along with a solid understanding of software development concepts, your qualifications will be considered.
Benefits
Flexible Personal Time Off
Freedom of remote work
Education and learning budget
Guaranteed annual structured raise
Typical Day
Create and maintain comprehensive technical documentation, FAQs, troubleshooting guides, product descriptions and knowledge base articles.
Collaborate with the Support and Development Teams to gather information and insights for creating accurate and up-to-date documentation.
Translate complex technical concepts into easy-to-understand language for clients with varying technical backgrounds.
Ensure consistency, accuracy, and clarity in all documentation by following established style guides and best practices.
Update existing documentation to reflect product updates, feature enhancements, and bug fixes.
Conduct regular audits of the documentation to identify gaps, outdated information, and areas for improvement.
Actively seek feedback from clients, support teams, and other stakeholders to continuously improve the quality and effectiveness of the documentation.
Stay updated on industry trends and changes to effectively communicate technical information to clients.
Participate in cross-functional projects and collaborate with teams such as Product Management, Quality Assurance and Marketing to ensure consistent messaging and accurate documentation.
Skills Knowledge and Expertise:
Technical Writing: Strong proficiency in technical writing is crucial. You should be able to convey complex technical concepts and instructions in clear and concise language that is easily understood by a diverse audience (written copy as well as video/verbal copy).
Technical Aptitude: A solid understanding of technical concepts, software applications, and technology-related terminology is essential. You should be able to grasp and communicate technical information effectively.
Communication Skills: Excellent written and verbal communication skills are vital for interacting with cross-functional teams, gathering information, and presenting technical content to both technical and non-technical audiences.
Documentation Tools and Software: Proficiency in using documentation tools and software, such as Microsoft Word, Google Docs, JIRA, markdown or specific content management systems (CMS) and knowledge base platforms, is necessary.
Research and Information Gathering: The ability to conduct thorough research and gather information from various sources, such as subject matter experts and technical specifications, is critical for creating accurate and up-to-date technical documentation.
Attention to Detail: Strong attention to detail is crucial to ensure accuracy and consistency in technical documentation. You should be able to review and proofread your work meticulously, catching errors and ensuring adherence to style guides.
Collaboration and Teamwork: The role requires collaborating closely with support teams, development teams and other stakeholders. The ability to work well in a team, actively seek input and feedback, and incorporate different perspectives is essential.
Time Management and Organization: Technical Support Documentation Writers often work on multiple projects simultaneously. Effective time management and organizational skills are necessary to prioritize tasks, meet deadlines, and deliver high-quality documentation.
Adaptability: The ability to adapt quickly to changing priorities, project requirements and new technologies is crucial in a dynamic technical environment.
Continuous Learning: A commitment to continuous learning and staying updated on industry trends, emerging technologies, and best practices in technical writing is important to enhance your skills and improve the quality of documentation.
While not mandatory, the following additional skills and knowledge would be beneficial:
Experience with Agile development methodologies and understanding of the software development lifecycle (SDLC).
Familiarity with HTML, CSS, or other web technologies for formatting and publishing documentation online.
Basic graphic design skills for creating diagrams, illustrations, or screenshots to enhance technical documentation
Success Looks Like This
Comprehensive and accurate technical documentation: Create and maintain a comprehensive knowledge base, FAQs, troubleshooting guides, and product descriptions that provide clear and concise information to clients.
Clear communication of technical concepts: Translate complex technical concepts into easily understandable language for clients with varying technical backgrounds, both in written and verbal formats.
Consistency and accuracy: Ensure consistency, accuracy, and clarity in all documentation by following established style guides and best practices.
Up-to-date documentation: Update existing documentation to reflect product updates, feature enhancements, and bug fixes, keeping it relevant and current.
Regular audits and improvements: Conduct regular audits of the documentation to identify gaps, outdated information, and areas for improvement, actively seeking feedback from clients and other stakeholders to enhance the quality and effectiveness of the documentation.
Collaboration with cross-functional teams: Collaborate with the Support and Development Teams, as well as other teams like Product Management, Quality Assurance, and Marketing, to gather information and insights and ensure consistent messaging and accurate documentation.
Proficient use of documentation tools and software: Utilize documentation tools and software such as Microsoft Word, Google Docs, Jira, markdown, content management systems (CMS), and knowledge base platforms effectively.
Research and information gathering: Conduct thorough research and gather information from various sources to create accurate and up-to-date technical documentation.
Attention to detail: Maintain strong attention to detail, reviewing and proofreading work meticulously to ensure accuracy and adherence to style guides.
Effective time management and organization: Prioritize tasks, meet deadlines, and deliver high-quality documentation by effectively managing time and staying organized.
Adaptability to change: Quickly adapt to changing priorities, project requirements, and new technologies in a dynamic technical environment.
Continuous learning: Demonstrate a commitment to continuous learning by staying updated on industry trends, emerging technologies, and best practices in technical writing, enhancing skills, and improving documentation quality.
Additional beneficial skills: Familiarity with Agile development methodologies and the software development lifecycle (SDLC), knowledge of web technologies like HTML and CSS for formatting and publishing documentation online, and basic graphic design skills for creating diagrams, illustrations, or screenshots to enhance technical documentation.
About us
Madain Corp is a software engineering and technical services company that has been in business for ever a decade. They specialize in helping businesses remove technical barriers and succeed by providing them with effective technology solutions. The company is known for using cutting-edge technology stacks that can scale and perform well as a business grows.
Madain Corp is a leader in the industry, with a track record of delivering high-quality products and services to its clients. The company has won numerous awards for its work and has been recognized by prominent publications such as Entrepreneur.com, Forbes, TechCrunch, CNN, and Fox Business. Their team of experienced software engineers and technical professionals is dedicated to helping businesses succeed through the use of technology.