Technical Writer

MoEngage is looking for a talented Technical Writer to join our team. If you have experience in technical writing, a technical degree, and a knack for explaining complex software concepts in clear, simplified English, you'll play a crucial role in empowering our users and collaborating with various teams.

Responsibilities

• Write technical content for software products in simplified English.
• Collaborate with different teams, such as Support, Product Management, Quality Assurance, Development, and Product Design, to understand new features, enhancements, and use cases.
• Analyze support tickets to identify documentation improvement areas and update the existing documentation.
• Understand documentation requirements and customer needs, estimate documentation efforts, plan releases, and proactively communicate work updates to stakeholders.
• Prepare Troubleshooting Guides, FAQs, use cases, how-to articles, and videos for MoEngage products.
• Research complex technical concepts (independently and collaboratively) and develop effective deliverables to serve customer needs.
• Organize existing documents, identify documentation gaps, improve documentation quality, and drive new projects.
• Build relationships with customer-facing teams (Sales, Support, and Success team) and use their feedback to drive simplicity and usability of documentation.
• Develop content that addresses complex problems, drives user engagement, and decreases support tickets.
• Manage multiple priorities in a fast-paced, ever-changing environment with less supervision.
• Follow the established style guide and templates to ensure consistency.
• Adhere to the defined documentation process and work with a team of writers.

Requirements

• 0 to 3 years of experience in technical writing.
• Any technical degree (e.g., BE/B.Tech, B.Sc, BCA, MCA).
• Experience in documenting software applications, APIs, and SDKs.
• Ability to read and comprehend code.
• Working knowledge of:
• Documentation tools (such as Zendesk, Confluence)
• Image-editing tools (such as Snagit)
• Video-editing tools (such as Camtasia)
• Project management tools (such as Jira)
• HTML
• Style Guide (such as Microsoft Manual of Style for Technical Publications or MSTP)
• Understanding of documentation types such as user guides, release notes, API references, SDK documentation, knowledge base articles, troubleshooting guides, and FAQs.
• Good planning, organizational, interpersonal, and communication (verbal and written) skills.
• Excellent editing skills with attention to detail.
• Strong analytical and problem-solving skills.
• Ability to make progress with less-than-complete information.