Principal Technical Writer

Position Overview We are seeking a Principal Technical Writer to own and elevate documentation as a strategic product capability, not a downstream artifact. This role goes far beyond writing pages, it sets the vision, standards, and operating model for how complex software is explained, adopted, and trusted by customers and internal teams. As a Principal Technical Writer, you will act as the highest individual-contributor authority on documentation quality, information architecture, and technical storytelling. You will work deeply embedded with Product, Engineering, Implementation, Support, and GTM teams to ensure documentation scales with the product, accelerates customer success, and reduces friction across the entire customer lifecycle. This role is ideal for someone who combines exceptional writing craft, systems thinking, and product intuition, and who can lead through influence rather than formal authority.

Key Responsibilities

• Own the documentation strategy and information architecture across the product portfolio, ensuring clarity, consistency, and scalability.
• Set and uphold company-wide documentation standards, including voice, structure, taxonomy, and quality bar.
• Partner closely with Product and Engineering to ensure documentation is designed alongside features, not retrofitted after release.
• Lead the creation of high-impact documentation for complex workflows, integrations, APIs, and enterprise-grade features.
• Design and maintain documentation systems that are searchable, discoverable, and measurable, not static content repositories.
• Act as a trusted advisor to Product, Engineering, Support, and GTM leaders on how documentation can improve adoption, reduce support burden, and accelerate sales cycles.
• Establish and track documentation metrics (usage, search success, deflection, comprehension signals) and use data to continuously improve content.
• Drive documentation readiness for major launches, platform changes, and strategic initiatives.
• Mentor and raise the bar for other technical writers through guidance, reviews, and shared best practices (without formal people management).
• Champion documentation as a core part of the product experience and customer promise.
• Act as the owner of documentation platforms and help-center architecture, continuously evaluating system fit and driving re-design or replacement when needed.

Required Qualifications

• 8 - 12+ years of experience in technical writing or documentation leadership for complex B2B SaaS or enterprise software products.
• Demonstrated ownership of documentation strategy and architecture, not just content execution.
• Proven ability to document complex technical concepts (APIs, integrations, workflows, configuration-heavy systems) with clarity and precision.
• Deep experience working directly with engineering and product teams in fast-moving software environments.
• Strong product intuition, understands user intent, workflows, and failure modes, not just features.
• Track record of using documentation metrics and feedback loops to drive measurable improvements.
• Exceptional written English skills with the ability to adapt tone and depth for different audiences (end users, admins, implementers, internal teams).
• Comfort operating autonomously in ambiguous environments and driving clarity where none exists.
• Bachelor’s degree required (English, Technical Communication, Computer Science, Engineering, or related field); advanced degree a plus but not required.

Competencies

• Documentation Strategy & Systems Thinking – Designs documentation as a scalable system, not a collection of pages.
• Technical Depth with Clarity – Translates complex software behavior into clear, intuitive explanations.
• Product Partnership – Operates as a peer to Product and Engineering, not a service function.
• Quality Bar Ownership – Sets and defends a high standard for clarity, structure, and usefulness.
• Influence Without Authority – Leads through credibility, craft, and trust across teams.
• Customer-Centric Communication – Writes with deep empathy for real user workflows and pain points.
• Operational Discipline – Uses metrics, feedback, and process to continuously improve documentation outcomes.

Benefits

• Remote work-from-home environment
• Competitive salary, health, dental and vision insurance plans
• Flexible time off
• 401K retirement savings plans for US-based employees, with 3% employer match
• Professional development opportunities
• Dynamic and collaborative work environment with opportunities for growth

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