Senior Technical Writer

What You'll Accomplish

• Produce clear, accurate, and comprehensive customer-facing documentation for new and updated Attentive products, including in our Help Center and API/developer documentation.
• Own the end-to-end documentation process for feature releases: from early feature exploration, product testing, and SME interviews to writing, editing, and publishing.
• Maintain and improve our existing documentation to ensure content is accurate, up to date, and aligns with our brand and style guides.
• Evaluate and improve the overall information architecture of our Help Center and developer docs to ensure intuitive navigation and discoverability.
• Develop and monitor key performance indicators (KPIs) to measure content effectiveness and continuously improve the Help Center customer experience.
• Use data to make decisions—track usage, identify gaps, and refine documentation to reduce support ticket volume and improve user experience.
• Partner closely with cross-functional teams—including Product Management, Customer Education, Marketing, and Support—to translate complex product information into easy-to-understand content.
• Contribute to a unified customer education strategy by collaborating on content for other channels, such as in-app guides (Pendo), video walkthroughs, and our learning academy.

Your Expertise

• You have 5+ years of experience in technical writing, product documentation, or content development—ideally in a B2B SaaS.
• You have exceptional technical writing and editing skills, with a keen eye for detail, clarity, and consistency.
• Ability to quickly understand complex technical concepts and distill them into language appropriate for non-technical users.
• Experience writing documentation for both end-users and developers, with a solid understanding of REST APIs, webhooks, and developer workflows.
• You’re proficient with content creation and management tools, including Google Workspace and Zendesk Guide.
• You’re familiar with APIs and API documentation tools like Redocly, screen-capture software like SnagIt, and task management tools like Jira and monday.com.
• You have strong project management skills and can balance long-term initiatives alongside day-to-day requests without losing track of the details.
• You’re an excellent communicator and collaborator, skilled at working with a diverse set of stakeholders and subject matter experts to gather information and drive projects forward.
• You’re resourceful and self-motivated—eager to test features on your own, ask thoughtful questions, and prepare thoroughly to make the best use of your time with subject matter experts. 
• You have experience working with contributing technical writers (such as agency partners or teammates) that includes assigning tasks, providing constructive feedback, and ensuring adherence to style guidelines and best practices.