Senior Technical Writer

Job Description:

We are seeking a highly motivated and experienced Senior Technical Writer to join our growing team. In this role, you will be responsible for creating and maintaining high-quality technical documentation for SaaS, hosted and on-prem customers. You will work closely with sales engineers, customer success engineers, software developers, and product managers to understand complex technical concepts and translate them into clear, concise, and accurate product documentation and user guides that are accessible to a wide range of audiences from beginners to advanced users.

You will also help Itential expand the scope of our technical documentation by working with across teams to create, maintain, and organize knowledge bases and support forums containing troubleshooting guides, FAQs, and other information for users and support teams.

Key Responsibilities:

• Work with Itential leadership to identify leading tools, technologies and services for delivering self-service documentation to our customers from beginner to advanced personas.
• Collaborate with engineers and product managers to gather information and define documentation requirements.
• Plan, write, edit, and review technical materials, including tutorials, guides, API references, and troubleshooting articles.
• Create and maintain documentation using a variety of tools and technologies, including Markdown, Gitlab, Docs360, and Confluence.
• Develop and maintain a documentation style guide and ensure consistency across all documentation
• Work with the engineering team to integrate training and documentation into the product development lifecycle.
• Participate in design reviews and provide feedback on the usability and clarity of product designs.
• Manage and track documentation projects using Atlassian project management tools.
• Stay current with the latest tools and trends and best practices in technical writing.

Basic Qualifications:

• Bachelor's degree in Technical Writing, Communications, Engineering, or a related field.
• 7+ years of experience in technical writing, knowledge base management or content strategy with a focus on network engineering or DevOps technologies.
• Strong understanding of network engineering principles and practices.
• Experience with single-source publishing, knowledge bases, support forum tools and content management systems.
• Proven ability to create and maintain high-quality technical documentation for a wide range of audiences.
• Excellent writing, editing, and communication skills.
• Experience with DevOps practices, tools, and technologies (e.g., Docker, Kubernetes, CI/CD).
• Experience with documentation tools, such as Github, Gitlab, Markdown, Sphinx, and Confluence.
• Ability to work independently and as part of a team.
• Ability to manage multiple projects simultaneously and meet deadlines.
• Experience working in an agile environment.

Preferred Qualifications:

• Master's degree in Technical Writing, Communications, Engineering, or a related field.
• Experience with AWS products and services.
• Experience with technical illustration and diagram creation.
• Experience with user research and usability testing.