Senior Technical Writer and Product Documentation Lead

Summary

Join Zappi as a Senior Technical Writer & Product Documentation Lead and become a key member of the Product Marketing team. Collaborate closely with Product, Engineering, and Customer Success/Support teams to ensure clear, accurate, and seamlessly integrated technical documentation. Improve the existing Help Center and Knowledge Base by enhancing accuracy, completeness, and consistency of content, driving forward documentation usability, and refining workflows. Lead potential knowledge base platform migrations and develop scalable documentation workflows. Champion self-service and customer enablement to reduce reliance on direct support. This role is perfect for someone with proven success in high-growth SaaS environments and a passion for making technical information clear and accessible.

Requirements

• 5+ years of experience in technical writing + product documentation, and/or closely related fields in SaaS companies
• Strong background collaborating with Product and Engineering teams within product release processes
• Experience with revamping knowledge bases and improving usability of self-service documentation is a must
• Knowledge of modern documentation tools (e.g., Confluence, MadCap Flare, Document360, ReadMe, Hubspot Service Hub, Zendesk Guide, etc.)
• Understanding of technical concepts, APIs, and developer documentation
• Strong sense of ownership, organization, and ability to work autonomously

Responsibilities

• Own and improve product documentation: write, structure, and maintain high-quality user-facing and internal documentation, including “getting started” guides, foundational internal and external technical content, as well as troubleshooting resources
• Collaborate with product & engineering: actively participate in product releases and product/engineering discussions to document both existing features and all technical changes effectively
• Enhance knowledge base usability & experience: with the VP of product marketing, lead a revamp of information architecture, optimize findability/searchability, and improve overall KB engagement to drive measurable improvements to self-service
• Lead documentation revamps & migrations: If needed, drive technical migrations between knowledge base platforms and lead holistic redesigns of our help center
• Develop scalable documentation workflows: establish best practices for documentation versioning, coordination with solution sunsetting, as well as processes for new contributions outside of release processes
• Champion self-service & customer enablement: Ensure customers can easily find answers and troubleshoot issues, reducing reliance on direct support

Preferred Qualifications

Experience migrating KBs from one system to another and optimizing taxonomies, metadata, and search capabilities

Benefits

• Salary range $75,000 - $95,000 per annum. Salaries are benchmarked annually
• Unlimited holidays – we want well rested and motivated teams so encourage people to take plenty of time off. We don’t cap your allowance, but do set a minimum of at least 20 days per year plus national holidays
• One company-paid mental health day of rest every quarter (these are pre-scheduled, so the entire company can take the same days off regularly to reset)
• Flexible working arrangements, including remote (unless otherwise specified)
• Thoughtfully designed offices to support both individual work and collaboration without interrupting others
• Support setting up your home office, if appropriate
• Wellbeing benefits and access to trained therapists / counsellors
• Company paid Life, AD&D, Short term & Long term disability
• Immediate access to Zappi's Health, Dental and Vision Insurance Plan
• Option to enter Zappi's 401k program after 90 days of employment, matched up to 4%
• Tailored personal development through training allowances, coaching, mentorship and career frameworks