Last updated: 13 September 2022
Technical Writers manage and create the technical documentation for our product. This documentation is critical for technical users to understand how our product works, and feeds into the documentation created and owned by our CX team.
For new features, Technical Writers are accountable for going the extra mile and ensuring all documentation (including documents that are typically owned by CX) is ready for feature release.
- Stakeholders like staff, customers, and partners, are capable advocates of our products.
- The pathway to becoming an expert in our product is straightforward and easily achievable. Learning to use, sell, and deploy our product is simple.
- Customers, staff, and partners have great documentation available to them that leaves little need for them request help via support enquiries.
- Great feedback loops drive the continuous improvement of our knowledge base. For example, case data is consulted to ensure our documentation covers all bases, and feedback received from stakeholders like staff, customers, and partners, is quickly reacted to.
- Documentation is ready in time for new and updated features to be rolled out.
- Author and maintain documents (e.g., technical specifications, videos, tutorials, guides, release notes, etc) help that educate audiences (e.g., customers, partners, and staff) on our product, its capabilities, and the best way to use it.
- Collaborate with our support and enablement teams (who own user documentation like partner/customer guides and training).
- Manage your own documentation roadmap and backlog that embraces continuous improvement and outcome-focused priorities.
- Help teams to write great user interface text for our product.
- Own our glossary of terms and writing style guide to ensure consistent, concise, and accessible language is employed throughout our products and documentation.
- Author and maintain the information architecture for our knowledge base.
- Respond to documentation feedback and requests.
- Actively participate in, and (when required) lead, our internal and external capability programs. This includes delivering training both internally and externally.