Technical Content Writer, Operations

About the Role:

We're looking for a Technical Writer, Operations to own the documentation that keeps our internal teams running smoothly. This role sits at the intersection of process, systems, and people — turning "how we do things here" knowledge into clear SOPs, workflows, and runbook that reduce ramp-up time, cut down on repeat questions, and keep operations consistent as we scale. You'll work closely with technical account management, support, operations, and engineering to document processes end-to-end.

What You'll Do:

• Write and maintain Standard Operating Procedures (SOPs), runbook, and process playbooks for technical account management, support, onboarding, sales, and customer success teams

• Document internal workflows end-to-end, including escalation paths, team hand-offs, and decision points

• Partner with process owners and subject matter experts to capture undocumented tribal knowledge and turn it into repeatable procedures

• Maintain platform and integration documentation supporting internal operations (setup steps, configuration references, troubleshooting guides)

• Audit existing SOPs on a regular cadence to catch outdated steps, process drift, and gaps introduced by product or system changes

• Standardize documentation formats and templates so SOPs are consistent, scalable, and easy to follow under time pressure

• Organize documentation in a central knowledge base or wiki with clear ownership, versioning, and review cycles

• Turn SOPs into structured training material to support new-hire onboarding

• Work with operations leads to identify where missing or unclear documentation is causing errors, delays, or inconsistent outcomes

• Track documentation health (coverage, staleness, usage) and report gaps to stakeholders

Requirements

Must have:

• 5–7 years of experience in technical writing, process documentation, or operations-focused roles within a SaaS, software, or technology environment

• Demonstrated experience writing SOPs, runbook, or playbooks for operations, account management, or support teams

• Experience documenting software platforms and integrations well enough to translate them into operational procedures

• Strong ability to interview subject matter experts and convert verbal or ad-hoc processes into structured, repeatable documentation

• Excellent writing, editing, and proofreading skills, with close attention to sequencing, accuracy, and edge cases

• Comfort mapping workflows and cross-team hand-offs (flowcharts, swim lanes, or similar) to clarify process ownership

• Familiarity with documentation and knowledge base tools (e.g., Confluence, Notion, HubSpot, or similar)

• Strong organizational skills, with the ability to manage and prioritize documentation across multiple ops workstreams

• Comfort working cross-functionally with engineering, product, TAM, and support teams — including across time zones with global teams

• Bachelor's degree in English, Communications, Business, Engineering, or a related field (or equivalent practical experience)

• A self-starter who thrives in a fast-paced startup environment and can jump in, observe, and test processes independently

Nice to have:

• Familiarity with Property Technology (PropTech), RUBS (Ratio Utility Billing System), or utility billing processes

• Experience with process improvement or operational excellence frameworks (e.g., Lean, Six Sigma, or similar)

• Familiarity with workflow/process mapping tools (e.g., Lucidchart, Miro, Visio)

• Prior experience embedded within or directly supporting a Technical Account Management (TAM), Support, or Operations team

• Experience with basic APIs, webhooks, or system integrations

• Experience tracking documentation metrics or running periodic SOP audits

Night Shift : 6:30 PM to 3:30 PM

Benefits

• 5 Days Working

• One Complimentary Meal per Day

• Internet Reimbursement

• Gym Reimbursement

• Group Medical Insurance

• Mental Health support benefits

• Relocation Assistance (if Applicable)