Technical Content Writer, PagerDuty

• 1-3 years previous experience as a copywriter, technical writer, writing customer-facing documentation in a Customer Education or Support role
• Ability to write about technical subjects in a clear and engaging manner, breaking down complex topics for multiple audiences to understand
• Strong active listening skills, with the ability to absorb domain-specific terminology, ask clarifying questions, and translate technical terms into plain language
• Must be comfortable working in a fast-paced environment with multiple projects on the go. The ability to manage and prioritize your projects effectively is critical
• Exceptional attention to detail with a keen eye for spelling, grammar and syntax
• Comfortable leveraging AI prompts to create crisp, user-friendly documentation
• Ability to collaborate effectively with multiple stakeholders across the organization
• Excellent work ethic, tenacious, and resourceful
• Ability to be a self-starter is crucial, especially with learning new concepts and features
• Comfortable brainstorming ideas to organize growing volume of content

Desirable

• PagerDuty is looking for a Technical Content Writer to oversee our customer-facing documentation (Knowledge Base) and contribute to customer training content for PagerDuty University (PDU)—supporting both end users and internal teams
• Your responsibilities will include maintaining a high quality standard for our documentation, setting guidelines, writing content and enabling others to add content to our documentation
• This role will be part of our Customer Education team and will work closely with many other teams across the business
• Work will be divided approximately 70% on the Knowledge Base and 30% on PDU
• Our team prides itself in providing amazing support and high quality communication to our rapidly growing customer base
• We measure success in our documentation by how well it serves both customers and internal customer-facing teams
• You’ll play a crucial role in ensuring that our documentation scales with our company and enables our teams to help our customers be successful in using our product
• Developing a thorough understanding of the entire PagerDuty product portfolio and staying up to date on product changes and messaging
• Writing clear and easy-to-follow documentation for our customers
• Maintaining documentation standards and workflows, including style guides, contributor processes, and internal Customer Support content, so documentation stays current and organized
• Conducting QA on internal contributions to customer-facing docs
• Maintaining the company Knowledge Base and working cross-functionally with other teams to ensure quality standards across all customer-facing documentation
• Managing cross-functional projects related to documentation, working closely with Support, Product, and other internal teams to help individual contributors reach documentation goals
• Providing QA support for eLearning projects and instructor-led training content, acting as SME for technical topics
• Storyboarding training content in an engaging manner for online learning (e.g., courses, job aids, video demos, etc)
• Working closely with teammates to determine resource requirements and plan projects