As our products rapidly evolve, Smartly.io is seeking a talented and self-reliant Technical Writer with demonstrated ability in the software development industry to take on the role of Knowledge Base Lead. In this role, you will be responsible for creating and maintaining technical documents that will help our customers effectively use our app and onboard our platform. You will work closely with Product Managers, Product Marketing, Support teams, and Developers to create high-quality technical documentation for internal and external audiences. As the Knowledge Base Lead, you will take charge of the entire documentation function, establish processes and guidelines, and shape up the information architecture of the internal knowledge base. At Smartly, the Technical Writer is part of the Product Development Operations team. Our documentation process is very open – technical writers communicate directly with developers and PM to get all the required technical information. There are no intermediaries or long technical specifications involved.
As a Technical Writer at Smartly.io, you will:
- Collaborate with Product Managers and developers to create and maintain high-quality technical documentation.
- Write and edit customer-facing documentation, including tutorials, how-to guides, and API documentation.
- Establish processes and guidelines for the documentation function, including creating templates and auditing content.
- Analyze customer feedback with the product marketing managers and support engineers and define and prioritize tasks.
- Shape up the information architecture of the internal knowledge base to improve accessibility and usability.
- Execute regular surveys to stay on track with what customers and other stakeholders need, and rely on a maturity model to bring Smartly.io documentation to the next level.
- Work closely with PMs on Jira to distribute the effort of creating KB articles.
- Be a proactive/all-hands-on-deck writer who can work as an individual contributor and as a documentation function lead.
- Work closely with product training and customer education to ensure any adoption blockers due to documentation content are resolved early and effectively
We're definitely looking for you, if you:
- 8+ years of experience in technical writing in the software development industry.
- Excellent writing and editing skills with a focus on clear, concise, and effective documentation.
- Strong Empathy with users.
- Familiarity with Zendesk and other technical writing tools and software on a large scale.
- Ability to work independently as an individual contributor and lead the documentation function and have previous experience as lead.
- Experience in establishing processes and guidelines for the documentation function, especially managing cross-functional stakeholders.
- Strong understanding of software development principles and terminology.
- Ability to collaborate effectively with cross-functional teams including, Support, Product Managers and developers.
- We are looking for a driven individual who can take charge of the documentation function and work independently to create high-quality technical documentation.
- Are interested in working in a fast-paced, online marketing domain, have a willingness to push yourself to exceed your goals, and have an ability to learn new things quickly.
- Can find all the typos and grammar mistakes in this job description.
#LI-Hybrid #LI-IT1
Meet Smartly.io
Smartly.io is one of the world's largest SaaS digital advertising platforms. We help brands better reach audiences, engage creatives and learn what performs best across the largest media platforms, including Facebook, Instagram, Snap, Pinterest, TikTok, and Google.
We manage nearly $5B in ad spend and help 700+ brands worldwide. Our leading end-to-end technology and outstanding customer helps brands like Walmart, FanDuel, L'Oreal, Warner Bros. Discovery, Nestle, and Disney/ESPN to better reach audiences, engage creatives and learn what performs best.
We offer growth-minded people opportunities to make an impact in a fast-paced, collaborative and inclusive environment built on a culture of trust, transparency, and feedback. You'll work with a team of 600+ Smartlies, representing 60+ nationalities. We operate in 13 countries across 24 locations.
At Smartly.io, you can enjoy the freedom to harmonize work and personal life. As a global, hybrid organization, we are mindful to collaborate in ways that allow everyone, everywhere to be productive and feel included.
Join our global team to change the future of digital marketing!
Learn more at smartly.io/careers.
