Technical Support Writer

Skylight’s mission is to build the OS of the family. We make consumer products, like Skylight Frame and Skylight Calendar, that are loved by millions of people across the globe. Through a singular focus on care for our customers, Skylight has scaled from a school project to over $190M in annual revenue while being completely bootstrapped. We have a huge opportunity to make family life easier and more connected, and that’s why we have been working hard to expand our team.

As a Technical Support Writer, you will be responsible for creating, maintaining, and improving technical documentation for both internal teams and customers. You will work closely with the Director of Customer Service and Director of Product to ensure that hardware updates, software changes, and new feature releases are well-documented and easily accessible. Your work will play a critical role in enhancing self-service resources, improving internal team efficiency, and ensuring a seamless user experience for our customers.

Key Responsibilities:

• Develop, update, and maintain internal and external documentation for hardware and software changes, new feature releases, and troubleshooting guides.
• Write clear, user-friendly content for our customer-facing Help Center.
• Collaborate with Product, Engineering, and Customer Service teams to ensure accurate and timely updates to documentation.
• Create and organize internal documentation to support training and operational needs.
• Translate technical concepts into easy-to-understand language for consumer audiences.
• Work closely with the customer support team to identify common pain points and proactively improve documentation to reduce support inquiries.
• Ensure consistency in tone, style, and brand voice across all documentation.

• Ensure all content is clear, concise, and aligned with brand voice and style guidelines.
• Develop and maintain product expertise by staying up to date on features, updates, and best practices to deliver top-tier support

Requirements

• 3–5+ years of experience in technical writing, documentation, content strategy, or customer experience in a tech environment.
• Strong ability to write clear and engaging documentation for both technical and non-technical audiences.
• Familiarity with consumer electronics and hardware-software integrations.
• Proficiency in documentation tools such as Confluence, Zendesk Guide, Notion, or GitBook.
• Basic understanding of UX writing and customer self-service best practices.
• Excellent project management skills with the ability to prioritize multiple projects.
• Strong communication and collaboration skills to work cross-functionally with multiple teams.

• Experience in smart home technology or Wi-Fi-enabled devices.
• …