Experienced Technical Writer

Summary

Join PartnerHero as a remote Technical Writer and contribute to a high-quality knowledge base for 30 million monthly visitors. You will collaborate with a team of content managers, volunteers, and engineers to create and maintain support articles for Firefox users. Responsibilities include writing clear and concise articles, managing content localization, collaborating with various teams, and monitoring content performance. The ideal candidate possesses 2+ years of technical writing experience, remote work experience, and on-page SEO writing skills. PartnerHero offers a competitive salary, generous paid vacation, attractive benefits, hybrid work arrangements, and various professional development opportunities.

Requirements

• 2+ years of experience with technical writing, UX writing or writing software or product documentation for end-users
• Experience working remotely with engineers and support teams, or teams that work closely with end-users
• Experience with on-page SEO writing
• Comfortable working with markup/markdown
• Organized and detail-oriented
• Must be able to work on weekdays
• Strong empathy and curiosity about what users are having trouble with and what terms they’re using to express them

Responsibilities

• Write clear, concise, and conversational support articles based on information from scattered sources (i.e. support forum threads, bug requests, Trello cards, emails, etc.)
• Work with internal teams to obtain an in-depth understanding of our products and the documentation requirements
• Manage the content localization process with our internal localization team, community contributors, and vendors
• Write templated responses for our contributors and support staff to use when responding to users
• Collaborate with marketing, editorial, content design, and PR on consistent messaging across the partner’s products and features
• Communicate and collaborate with our contributor community to create and enrich articles and templated responses with their experiences and insights
• Edit articles to adhere to SEO guidelines and user-friendliness
• Monitor content performance and user feedback and provide actionable insights to improve the customer experience
• Have full professional proficiency in Spanish and English to help localize our Spanish support content and build our community contributors for Spanish
• Flag and/or update articles that are over four months old
• Cover for the content manager during sick days or vacation days
• Proactively audit and update content for various products
• Overhaul knowledge base content, anticipating and adapting to extensive changes
• Help address PR issues and provide coordinated localization efforts for significant changes and announcements

Preferred Qualifications

• Knowledge of best practices for online publishing
• Knowledge of wiki markup
• Experience with a foreign language (preferably Spanish, German, or Indonesian.)

Benefits

• Hybrid working arrangements
• Competitive Base Salary
• Generous paid vacation
• Attractive benefits package including medical, dental, and vision options that are applicable per country of residence for all our full-time employees
• Access to free posture-based fitness workouts from home paid Sabbatical Leave
• Training opportunities provided by PartnerHero and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development