We’re looking for a Technical Writer & Knowledge Base Specialist to turn complex product features into clear, actionable documentation. You will be a strategic bridge between our Product teams and our users, ensuring that every technical capability is translated into resources that drive real adoption and success.
In this role, you will manage our end-to-end documentation ecosystem, from external help articles for merchants to internal training guides for our Support teams. We need someone who is not just a writer, but a project manager who can coordinate across departments, manage release timelines, and prioritize competing demands in a fast-paced environment.
The pace is fast, and we value efficiency. You’ll be expected to use smart tools like ChatGPT or Claude to accelerate content creation and build scalable documentation frameworks that grow with us. If you are detail-oriented, stakeholder-savvy, and thrive on bringing order to complexity, you’ll fit right in.
Own Documentation & Knowledge Management: Manage the External KB (merchant help articles) and Internal KB (staff training) to ensure accuracy and relevance.
Coordinate Product Releases: Work closely with Product Managers to review technical specs and proactively communicate changes to stakeholders across the company.
Content Creation: Create and maintain product documentation, release notes, and support materials while balancing revisions and quality standards.
Scale Through Efficiency: Use AI tools (ChatGPT, Claude, etc.) to accelerate writing workflows and experiment with search improvements and content optimization.
Data-Driven Improvement: Analyze KB data and analytics to identify content gaps and opportunities for better user self-service.
Enablement & Training: Schedule and facilitate product demos to gather info, and deliver presentations for product launches to ensure teams are briefed before going live.
Standardization: Build and maintain documentation templates and style guides that ensure a consistent voice across all products.
Experienced: 1–3 years of experience in technical writing or content creation within IT-related industries.
English Proficiency: Excellent written and spoken English, with the ability to translate technical specifications into user-friendly language.
Technically Aptitude: Quick to learn new concepts, tools, and systems, with proficiency in platforms like Confluence and JIRA.
Project Manager Mindset: Strong ability to manage timelines, prioritize demands, and coordinate effectively across Product, Engineering, and Care teams.
AI Fluent: Comfortable using AI assistants to speed up research, ideation, and documentation editing.
Interpersonal & Persuasive: Strong skills in building relationships across departments and managing stakeholder expectations.
Detail-Oriented & Adaptable: A sharp eye for accuracy and the ability to work independently in a high-volume, fast-paced environment.
Industry knowledge in SaaS, retail, or F&B tech.
Experience working across multiple markets or geographic regions.
Experience with advanced AI or automation tools to streamline documentation maintenance.