Technical Writer - Remote

TextUs is the leading conversational messaging platform for mobile-first customer interactions. We improve business outcomes by allowing organizations to have amazing, message-based conversations with their prospects, customers, and employees across their entire journey with the organization.

OVERVIEW

As the sole Technical Writer at TextUs, you will be responsible for writing and optimizing clear and comprehensive customer-facing documentation for our knowledge base. This role will play a key part in driving product adoption and reducing support ticket volume by ensuring users easily understand and effectively use our platform.

CORE RESPONSIBILITIES

• Write clear and comprehensive technical documentation for the TextUs platform, including user guides, integration guides, and other support materials.
• Regularly work with product managers and product marketing to update the knowledge base and write release notes for new software features and enhancements.
• Collaborate with subject matter experts across the company to gain a deep understanding of our platform, features, and how our customers can best use them. 
• Incorporate best practices and use cases into customer-facing documentation to increase product adoption and usage. 
• Work with the Customer Experience and Account Management teams to ensure our existing knowledge base articles meet customer needs, answer common questions, and outline potential troubleshooting steps. 
• Create custom chatbot answers and optimize knowledge base articles to help deflect and reduce support tickets.  
• Collaborate with Product Designers by providing input for UI copy and tooltips as needed.  
• Review and edit documentation to ensure accuracy, quality, and consistency with TextUs terminology and style guidelines.

WHO YOU ARE

• 3+ years of experience writing technical documentation for software applications
• Previous copywriting experience is a plus 
• Experience with Intercom’s Help Center is a plus
• Familiarity with Shortcut or another engineering ticketing platform (e.g. …