Associate Technical Writer

SmartSheet

Summary

Plan, develop, and maintain customer-facing technical content for Smartsheet's Help Center, internal product documentation, and training catalog, collaborating with various teams to deliver well-written technical content on schedule while adhering to style guidelines and keeping existing content up to date.

What you'll do

Immerse yourself in Smartsheet’s product line and learn the technologies and features as needed to document them accurately
Speak and write proficiently in English
Distill specification documents and internal technical FAQs and use the information to create targeted, quality, customer-facing content
Work with Subject Matter Experts (SMEs) to ensure the technical accuracy of your work
Review the work of other writers and mentor them as they develop technical writing expertise
Define and create templates and processes to help standardize and operationalize technical content production
Manage content production tasks (move content from draft document format to the content management system and publish it)
Review and compile internal change requests and customer feedback and use this information to recommend and implement content changes
Maintain the Smartsheet Help and Learning style guide
Interpret and factor in data—such as data from Google Analytics—to help plan and prioritize your work
Optimize content for discoverability via Search

Requirements

2+ years of experience writing or editing content for a variety of audiences on the web
A BA in English, Technical Communication, or a related discipline (or equivalent experience)
Basic understanding of and ability to use HTML formatting
Strong Command of English language both oral and written (C1 and above)
Experience developing templates and processes for ensuring consistent delivery
Understanding of SEO best practices
Experience using analytics tools (Google Analytics, for example) to make impactful content decisions
A passion for technology and familiarity with the benefits and challenges of working on a SaaS product
A knack for crafting great customer experiences driven by your knowledge of or experience in the customer service or support business
An ability to distill technical jargon and turn it into clear and professional language
A desire and ability to learn new technologies quickly
Experience creating screenshots and/or visual diagrams to promote understanding of complex ideas (experience with Photoshop or an equivalent image compositing tool is a plus)
Strong organizational skills and an ability to perform basic project management and prioritization tasks
Experience with content production, for example, moving a document from a draft stage in one tool and formatting and publishing it from another tool
Experience using one or more content management systems (experience using Drupal 8 or newer is a plus)
Smartsheet Product Certification preferred by not required