We are Hiring Lead Technical Writer
Location: Bangalore
Experience: 9+ Years
Work Mode: Hybrid
Work Location: MSR North Tower, 6th Floor, Manyata Tech Park, Nagavara, Bengaluru, Karnataka
About the Role
- We are looking for a Lead Technical Writer who can take complete ownership of product documentation for Exxat.
- This role goes beyond writing guides you will define documentation strategy, ensure content quality, drive scalability, and improve adoption across users, admins, implementation teams, and support.
- You will work closely with Product Managers (India), Subject Matter Experts (US), Support, Engineering, and Customer Success teams to create clear, structured, and globally consistent documentation.
- Your work will explain not only how the product works, but also why it matters and how customers succeed using it.
- The ideal candidate is hands-on, detail-oriented, and brings strong exposure to modern, multimedia learning formats such as videos, tutorials, walkthroughs, and in-app help.
Key Responsibilities
Documentation Ownership & Strategy
- Own the end-to-end documentation lifecycle for Exxat products: planning, authoring, reviewing, publishing, and governance.
- Build and maintain documentation frameworks, templates, style guides, and best practices.
- Define and track documentation KPIs such as adoption, reduction in support tickets, content freshness, and usability feedback.
Product Documentation & Enablement
- Develop and maintain high-quality user guides, admin guides, and online help systems.
- Create configuration and setup guides that serve as the central reference for onboarding and implementation.
- Produce troubleshooting playbooks to enable Support teams to resolve issues independently.
- Deliver clear, accurate, and consistent release notes for every product release.
Multimedia & Modern Content Delivery
- Create customer-friendly content formats, including:
- Tutorial videos and short walkthroughs
- Step-by-step product tutorials
- FAQs, quick-start guides, and cheat sheets
- In-app inline help, tooltips, and context-sensitive guidance
- Collaborate with SMEs to convert complex workflows into visual, easy-to-consume learning assets.
Collaboration & Cross-functional Alignment
- Partner with Product Managers, Engineering, SMEs, Support, Customer Success, and Implementation teams to gather requirements and validate content.
- Review and approve UX microcopy, including validation messages, confirmations, announcements, and menu labels.
- Ensure documentation stays aligned with product behavior, releases, and the business roadmap.
Mentorship & Leadership
- Mentor junior writers or contribute to building a scalable documentation team.
- Review documentation created by others and provide feedback on quality, structure, clarity, tone, and completeness.
- Drive initiatives such as content audits, documentation refactoring, taxonomy cleanup, and consistency programs.
Tools & Process Improvement
- Evaluate and recommend documentation tools (knowledge bases, help authoring tools, video creation tools, content analytics).
- Establish workflows for version control, review cycles, publishing cadence, and long-term maintenance.
Qualifications
- Bachelor's degree or equivalent practical experience.
Required Skills
- 9+ years of experience in technical writing, product documentation, or online help content.
- Strong ability to write clear, structured, procedural documentation with clean formatting and screenshots.
- Comfortable working with technical audiences and complex workflows.
- Proven experience managing documentation end-to-end across multiple stakeholders.
- Strong ownership mindset planning, prioritization, execution, and long-term maintenance.
- Hands-on exposure to multimedia content such as tutorials, videos, walkthroughs, and short-form product education.
- Excellent communication, collaboration, and review skills.
Good to Have
- Experience leading a small documentation team or mentoring junior writers.
- Experience with in-app guidance tools (walkthrough builders, tooltip frameworks).
- Prior documentation experience in B2B SaaS or enterprise products.
- Familiarity with structured authoring concepts, including reusable content, taxonomy, and content governance.
