Technical Writer

At Neon One, we believe that technology is the key to building vibrant communities of generosity. As a leader in nonprofit software since 2004, we create intuitive solutions that help small and mid-sized nonprofits connect with people, build trust, and make good happen every day.

Our culture is powered by empathy, innovation, and a shared mission to empower organizations making a difference. We operate with a customer-first mindset, take pride in extraordinary results, and grow together by supporting each other and embracing bold new ideas.

About the role

We are looking for a forward-thinking Technical Writer to join our team and elevate how our users learn and succeed with Neon One software. In this role, your primary focus will be researching, drafting, and publishing clear, user-centric product support articles. You will collaborate closely with our Instructional Designers to co-develop interactive materials for the Neon One Academy, while actively maintaining and updating existing content as our platform evolves. We need someone who embraces modern tech workflows: you are adept at leveraging AI tools to improve workflow, speed up research, drafting, and editing, and you understand how to structure and write articles that can be easily parsed and read by AI retrieval systems.

Responsibilities

• Draft, edit, and publish comprehensive, user-friendly support articles, release notes, and user guides for Neon One's software platform
• Partner directly with Instructional Designers to co-create, structure, and expand educational courses and learning paths for the Neon One Academy
• Translate complex software mechanics, APIs, and workflows into clear, actionable steps tailored for nonprofit professionals
• Structure and format content using AI-friendly writing principles (clear hierarchy, structured data, semantically rich headers, and modular documentation optimized for RAG/AI search models)
• Align technical documentation with video scripts, interactive guides, and visual learning aids to create a cohesive learning journey across the platform
• Audit, refresh, and maintain existing support articles and Academy materials as new platform updates, bug fixes, or features are released
• Ensure all content adheres to Neon One's brand voice, style guidelines, and accessibility standards
• Utilize generative AI tools (e.g., LLMs, AI editing assistants, automated research tools) to streamline documentation workflows, enhance clarity, and accelerate production cycles
• Ensure all technical content is structured to be easily ingested, summarized, and surfaced by internal and external AI knowledge agents

Must haves

• 3+ years of experience in technical writing, product documentation, or technical content creation within a B2B SaaS environment
• Demonstrated experience using AI writing and editing tools to increase productivity, analyze content, and automate routine tasks
• Understanding of how natural language processing (NLP) and LLM retrieval systems parse text, with the ability to write structured, machine-readable documentation
• Experience partnering with Instructional Designers, Learning and Development, or Training teams to align documentation with structured curriculum
• Proven ability to work closely with Product Managers, Support Engineers, and UX Designers to gather technical details and distill them for end users
• Experience with knowledge base platforms (e.g., Zendesk, Salesforce Knowledge, Intercom) and LMS tools

Nice to haves

• Background in or familiarity with the nonprofit tech ecosystem
• Excellent written and verbal communication skills, with a passion for helping non-technical users navigate technology

Why join Neon One

At Neon One, our values are how we show up every day. We make good happen by putting empathy and passion at the center of our work, using technology to uplift mission-driven organizations. We stand for our customers, act with care and intention in every decision, own the solution, and grow together.