Content Strategist and Technical Writer

Position Summary

We are seeking a highly efficient and technically skilled Content Strategist & Technical Writer to manage all end-user documentation and baseline training content for our suite of six flagship and add-on Unix-based products. This strategic role is focused on maximizing content reuse, optimizing our delivery pipeline, and establishing content performance metrics. The ideal candidate will leverage our existing MadCap Flare/Central system to maintain a single source of truth that feeds both our online help portal and the Salesforce Service Cloud Knowledge Base, driving significant increases in customer self-service and support case deflection.

Key Job Duties and Responsibilities

Content Authoring and Architecture (50%)

• Structured Authoring: Serve as the primary author and architect for all user-facing documentation, release notes, and help materials across six complex software products.
• Single-Source Management: Utilize MadCap Flare/Central to establish and maintain a single source of truth, ensuring maximum content reuse through conditional text, variables, and snippets across product lines.
• Training Content Production: Translate complex product functionality into clear, accurate, and structured baseline training materials that our Corporate Trainer and Services Trainer will leverage for final course development and delivery.
• Self-Directed and Deadline Driven: ability to structure and prioritize content development work to achieve product release deadlines with high level management guidance.

Workflow, Governance, and Automation (35%)

• SME Collaboration: Actively engage with Product Managers and Product Owners, attending sprint reviews and product demos to gather information firsthand, minimizing reliance on raw documentation handoffs.
• Standardized Input: Design and enforce a mandatory Content Intake/Documentation Brief template for Product Managers to ensure all required information is gathered efficiently and upfront.
• Process Automation Collaboration: Collaborate directly with Product Management and Engineering to define and implement automation processes (e.g., using scripts, Git, or tool APIs) to streamline content creation, continuous integration, and publishing workflows.
• Publishing Pipeline: Manage the automated publishing pipeline from MadCap Flare/Central to the Salesforce Service Cloud Knowledge Base to ensure timely and accurate updates for both internal support agents and external customers.

Documentation Strategy and Metrics (15%)

• Metrics Design and Tracking: Establish, analyze, and report on key documentation usage metrics across all delivery channels. Key metrics must include:
• • External/Customer Adoption: Page views, search effectiveness, and "Was this helpful?" engagement rates.
  • Internal Support Efficiency: Case deflection rates, Time-to-Answer reduction for support agents using the Knowledge Base, and link usage in case handling.
• Continuous Improvement: Use metric analysis and user feedback to propose and implement targeted changes to content design, information architecture, and delivery methods to continuously increase adoption and customer self-service.

Required Qualifications

• Experience: Minimum 3-5 years of experience as a Technical Writer or Content Strategist in a B2B software or technical domain.
• Essential Tool Expertise (Non-Negotiable): Proven, expert-level proficiency with MadCap Flare and the publishing workflow to MadCap Central.
• Content Delivery Systems: Strong understanding of publishing to and integrating with Salesforce Service Cloud Knowledge or similar Customer Support CMS systems.
• Technical Aptitude: Experience documenting complex, technical products, preferably with an enterprise-level software environment.
• Automation Familiarity: Basic familiarity with markup languages (XML, Markdown) or concepts like Docs-as-Code to effectively collaborate with engineering on tool and process definition.

---

☀️ To apply to this role, click the big purple "Apply" button on this page. If the pop-up is a profile or an email draft, send them a message per any requirements above. Otherwise, fill out the attached form.

⚠️ Please DO NOT APPLY if you cannot demonstrate relevant experience in the key areas listed above or meet the location requirements. 

🔗 If applicable, the original poster’s LinkedIn profile is hyperlinked somewhere in this listing. If you can't find any links, you’re likely viewing a scraped or unauthorized copy or there isn't one available for this job.

📢 Note that we are not affiliated with this brand or company. To support us, kindly let the recruiter know you found this job on CaveJobs.

🎉 Got hired through this board? Let us know!