Senior Technical Writer

Summary

Join Level Access as a Senior Technical Writer and drive the next level of documentation and procedural information for diverse user groups. You will leverage your expertise to translate complex product information into user-friendly content, collaborating with subject matter experts and product managers. This role requires a deep understanding of Level Access products and a commitment to user advocacy. You will mentor junior staff, maintain the knowledge base, and lead content reviews. The ideal candidate possesses strong technical writing experience, excellent communication skills, and the ability to work effectively in a fast-paced, agile environment. This full-time salaried position offers a competitive benefits package, including bonus opportunities and unlimited vacation.

Requirements

• Have a degree or certificate in Technical Communications with 3+ years of technical writing experience or 5+ years of equivalent experience
• Have 2+ years of professional experience collaborating with software developers, using APIs, frameworks, and technical integrations
• Have experience in a hyper-growth company and/or working in an agile environment
• Be able to conceptualize future objectives, and make data-driven decisions that align with the organization's long-term vision
• Be able to adapt your writing style and voice for different audiences
• Possess strong written and oral communication skills, with strong attention to detail and a command of English grammar and punctuation
• Be able to interview and work one-on-one with both technical and business stakeholders to gather information and requirements
• Be proficient in working independently, as well as developing and completing project plans within tight deadlines
• Be highly organized and have a strong command of time management balancing multiple projects simultaneously, with an eye for prioritization
• Have a curious and strategic approach, coupled with strong analytical and critical thinking skills
• Be able to transform functional specifications into clear, concise, and easily understandable documentation
• Be able to work with and seek answers in ambiguous environments and bring order
• Have a strong working knowledge of Microsoft Office products and be comfortable with web products
• Be able to grasp new concepts quickly and approach your research with a complete understanding of the user journey

Responsibilities

• Obtain an in-depth knowledge of Level Access products and services and how they connect to our business goals and team strategy
• Continually seek a deep understanding of our users and their unique challenges through data-driven research
• Continually and masterfully translate complex product information into simple, user-friendly content. This is done through research, testing in pre-production environments, and seeking documentation produced throughout the product lifecycle and the software development lifecycle
• Collaborate with subject matter experts and product managers to develop, organize, and write product manuals, technical specifications, and process documentation aligned to our technical writing style guide
• Develop content with a focus on maximum usability; and a consistent and cohesive voice across all Technical Writing deliverables
• Act as a mentor to junior staff and support the evolution of processes with a continuous improvement approach
• Keep and organize our internal and external knowledge base
• Run content reviews throughout the year and evolve our support to deeply connect with our users
• Lead and prioritize incoming requests for new articles and updates
• Continually seek data to drive process improvements and ever evolve the Technical Writing team efficiency and usability of the Help Center
• Help evolve the voice and tone of self-guided support
• Show capability to clearly explain frameworks, technical integrations, and APIs

Preferred Qualifications

• Have knowledge of digital accessibility, accessibility guidelines (WCAG) and disability inclusion
• Have knowledge of regulations related to digital accessibility (e.g., Section 508, ADA)
• Have familiarity with Atlassian content platforms and Zendesk
• Have technical proficiency or experience with APIs

Benefits

• Competitive benefits package
• Bonus opportunities
• Unlimited vacation/FTO