Technical Writer B2B

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Job description

Our Support Management team is looking for a Technical Writer to maintain Subscription Management Support technical support guides.

These guides should be succinct, accurate knowledge guides to help support engineers quickly solve billing and account-related cases for our customers. In this role, you will work with SMEs/Engineers, articulate processes and help hold the guides to a high quality bar.

Responsibilities:

• Researches, designs, develops and writes technical information online or in print for a variety of audiences and purposes.

• Produces documentation that complies with documentation plan requirements.

• Obtains technical information from project developers, program managers, product managers, testers and product support personnel; converts specific feedback into documentation.

• Responds to editorial and reviewer feedback.

• Produces a significant portion of a complex documentation set (i.e. reference guides, online help, user guides, UI text) that complies with documentation plan requirements.

• Develops and tests complex user scenarios that show how to use the product being documented.

• Works effectively with program management, product marketing, and other internal customers as needed.

• May write portions of documentation plan and may help implement documentation plan.

Skills/Requirements:

• 5+ years of technical writing work-related experience required.

• Must be able to accomplish objectives that span multiple product or subject areas, and possess proactive and strategic problem-solving skills.

• Must have excellent writing and analytical skills.

• Must be able to participate in planning and design, and contribute to a project from end to end with minimal supervision.

• Strong project management skills required.

• Demonstrated ability to combine technical expertise with technical communication skills is required.

• Must have demonstrated interest in, and knowledge of, broad but related areas of technology.

• Must be able to demonstrate an understanding of a specified software product, or must have the ability to learn specified technology quickly.

• May require an understanding of one or more major technologies, such as database design and development, networking, client/server applications, security, multimedia, or device drivers, etc.

• Must be able to work independently and as part of a team.

• Demonstrated ability to oversee a complex documentation set

• The ability to work under deadline pressure is required.

• Bachelor's degree in Technical Communications, Journalism, English or related field preferred. Work related experience may substitute for degree.

Additional Skills:

• Highly skilled in grammar use and know how to adhere to a style guide.

• Understand how to format documents so that they are organized in a standard way to make quick user consumption easy.

• Have a writing style that is mature and avoids use of unnecessarily complex sentence structure. Example - instead of writing, "If you can confirm the submission is correct, then and only then you should forward the document", my preference is: "Confirm the submission is correct before forwarding the document".

• Develop a proofing system such they are close to 99.9% accurate (including grammar, spelling) in their submissions for publication.

• Have knowledge of cloud applications or be a fast learner in this technical space. This team doesn't serve the technical side of Azure products, but they do serve the billing side - and an understanding of what they're billing for (our products) is required.

o Part of their role will be expanding our knowledge base, so they will need to interface with Azure product engineers/SMEs often.

o They need to be able to construct procedures that are understandable and reach a conclusion (the reader shouldn't ask "now what?").

o If needed, we can put them through a high-level Azure Boot Camp (5 business days; explains the cloud business, the products we offer, the pricing behind those products and the general tools we use in billing and accounts support), but we'd have to work something out re: what rate they'd be paid while learning.

• • Must be able to work 100% offsite. Needs to be able to work on Pacific Time zone and be open to IST meetings in the early AM (e.g., 6-7 AM) to accommodate our colleagues in India.