Senior Technical Writer

Summary

Join Juniper Square as our Technical Writer, Platform! You will be responsible for creating and maintaining all customer-facing documentation, ensuring clarity and value for our users. This role requires strong technical writing skills, experience with Agile methodologies, and a passion for customer advocacy. You will collaborate with various teams to ensure documentation accuracy and alignment with our brand. You will also track and measure the impact of your work, using data to continuously improve content. This is a unique opportunity to shape the standard for technical writing at Juniper Square and make a significant contribution to our platform's success. The position offers a competitive salary, equity, and a comprehensive benefits package.

Requirements

• Proven experience as a technical writer, with a strong portfolio showcasing expertise in Help Center design, release notes, and UX writing
• Passion for customer advocacy, with a track record of ensuring content meets customer needs and drives adoption
• Strong understanding of Agile software development practices and the ability to integrate documentation seamlessly into the SDLC
• Experience managing and optimizing documentation systems, such as Zendesk, and ensuring they reflect a polished and professional user experience
• Exceptional written and verbal communication skills, with the ability to translate complex concepts into clear, accessible content
• Familiarity with tools like Markdown, version control systems, and modern UX writing platforms
• A proactive approach to problem-solving, with a passion for continuous improvement and innovation in technical writing
• Strong analytical mindset with the ability to measure the effectiveness of documentation through KPIs and other metrics

Responsibilities

• Own the documentation set: Lead the creation, maintenance, and continuous improvement of all customer-facing content, including Help topics, release notes, and release-related email communications
• Advocate for the customer: Act as the voice of the customer throughout the SDLC, ensuring that their needs and perspectives are considered at every stage, from sprint planning to product deployment
• Write UX content: Craft clear, concise, and intuitive UX writing for Juniper Square’s products and services to enhance the user experience
• Collaborate cross-functionally: Partner with product management, engineering, and product marketing to ensure all documentation is accurate, up-to-date, customer-focused, and aligned with the style and standards of our brand. Work closely with product marketing to position new features, products, and services effectively and ensure communications reflect Juniper Square's voice and vision
• Track and measure success: Establish KPIs to assess the impact of documentation, including metrics like Help Center engagement, ticket deflection rates, and customer satisfaction. Use these insights to refine and improve content continuously
• Serve as a thought leader: Advocate for best practices in technical writing and content creation across teams, educating stakeholders on the value of high-quality documentation in improving customer success and product adoption
• Enable cross-functional teams: Act as a central point of contact to harmonize messaging between development, product, and marketing teams, ensuring consistent and customer-focused communication across the organization
• Deliver exceptional release notes: Write high-quality release notes that go beyond feature explanations, diving into why features matter and sharing best practices for maximizing their value
• Integrate into Agile processes: Be deeply involved in Agile ceremonies, from planning to deployment, ensuring documentation readiness is part of the definition of done
• Mentor others: Share expertise and provide guidance to team members and stakeholders on best practices in technical writing and customer advocacy

Preferred Qualifications

Experience in the fintech or SaaS space, with familiarity in creating content for technical and non-technical audiences

Benefits

• Health, dental, and vision care for you and your family
• Life insurance
• Mental wellness coverage
• Fertility and growing family support
• Flex Time Off in addition to company paid holidays
• Paid family leave, medical leave, and bereavement leave policies
• Retirement saving plans
• Allowance to customize your work and technology setup at home
• Annual professional development stipend