Technical Writer

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Technical Writer based in India.

This is an opportunity to join a technical support organization and shape the documentation that helps customers understand, troubleshoot, and get the most value from an enterprise SaaS product. You’ll own knowledge base content across selected product areas, partnering closely with Support, Product, Design, and Engineering teams. Your work will help customers solve problems independently, reduce support ticket volume, and improve the quality of AI-assisted customer experiences. You’ll contribute throughout the product lifecycle, from documenting upcoming features to refreshing and optimizing existing content. The role combines hands-on technical writing with content strategy, information architecture, and editorial ownership. It’s an impactful position for someone who enjoys turning complex software concepts into clear, useful experiences for both people and AI systems.

Accountabilities:

• Write, maintain, and improve knowledge base content, including admin guides, how-to articles, troubleshooting documentation, release notes, in-app help text, and UX microcopy.
• Own documentation for one or two product areas while contributing to shared knowledge areas when needed.
• Partner with Support teams to identify recurring customer issues, analyze ticket trends, close documentation gaps, and prioritize content updates.
• Collaborate with Product Managers, Designers, and Engineers throughout development cycles to document new features before and as they are released.
• Create screenshots and short screen recordings to make technical content easier to understand and follow.
• Develop clear documentation for AI-powered features, including capabilities, limitations, appropriate usage, and guardrails.
• Create content that is useful for customers while also being structured and optimized for AI assistants and support tools that retrieve information from the knowledge base.
• Review and edit content produced by other writers, ensuring consistency with established style, terminology, and voice guidelines.
• Maintain knowledge base quality through content reviews, style guide updates, terminology governance, taxonomy, and publishing workflows.
• Refresh outdated documentation as the product evolves and ensure content remains accurate and relevant.
• Contribute to broader content strategy and information architecture initiatives as the function grows.

Requirements:

• 3-6 years of experience in technical writing, product content, or a closely related field, ideally within a B2B SaaS or enterprise software environment.
• Strong understanding of enterprise software concepts, including user roles, permissions, integrations, administrative and end-user experiences, and multi-step workflows.
• Excellent written communication skills, with the ability to explain complex technical concepts clearly, concisely, and accurately.
• Strong editorial judgment and the ability to effectively review, edit, and improve your own and others’ work.
• Familiarity with established technical writing standards such as the Microsoft Writing Style Guide or Google Developer Documentation Style Guide.
• A product-oriented mindset, with the ability to connect product capabilities to the real problems and goals users are trying to solve.
• Experience using support data, ticket trends, customer issues, or failure points to inform documentation priorities.
• Understanding of how knowledge base content supports agent-assist tools, chatbots, AI assistants, or similar technologies.
• Hands-on experience with a knowledge base or help-center CMS, including publishing and review workflows, versioning, tagging, taxonomy, and managing content across draft, review, and published states.
• Hands-on experience writing API documentation, including endpoint references, request and response examples, authentication flows, error handling, and code snippets.
• Basic knowledge of information architecture and the ability to structure content in an intuitive, scalable way.
• Comfortable working in agile environments with changing priorities, tight deadlines, and evolving product requirements.
• A portfolio demonstrating published knowledge base articles, release notes, API documentation, product content, or UX writing.
• Strong collaboration and communication skills, with the ability to work effectively across Support, Product, Design, and Engineering.
• Experience with intranet, employee experience, collaboration, or productivity products is a plus.
• Exposure to Knowledge-Centered Service (KCS) or similar support-content methodologies is advantageous.
• Experience documenting AI or LLM-powered features, including prompt guidance and content optimized for AI retrieval, is a plus.
• Comfortable using AI tools responsibly as part of a writing and editing workflow.
• Familiarity with content design systems or terminology governance is beneficial.

Benefits:

• Meaningful ownership and the opportunity to grow into content strategy and information architecture responsibilities.
• Mentorship from experienced professionals in UX writing, content design, and information architecture.
• Direct collaboration with Support, Product, Design, Engineering, and other cross-functional teams.
• A predictable product release cadence and clear delivery expectations.
• Visibility into how your documentation directly influences customer support metrics and experiences.
• Flexible work arrangements based on a Hub-Hybrid-Remote model, with the role in India supporting hybrid work from the Gurugram office.
• The opportunity to work on enterprise SaaS products and emerging AI-powered experiences.
• An environment that values authentic communication, collaboration, and inclusive ways of working.
• Accessibility support is available for candidates who require assistive technology during the hiring process.