Technical Writer / Product Documentation Manager

Contract: Freelance

Length: 1 month probation; if performance is good, it will be converted to long-term.

Work hours: 1:00PM - 10:00 PM PHT (Mon-Fri)

As part of our growth, we are looking for a Product Documentation Manager/Technical Writer to structure and maintain all user and technical documentation for our platform.

Key Responsibilities

As the Product Documentation Manager/Technical Writer, you will be responsible for:

1. Designing and Structuring Documentation

• Define a clear and intuitive content organization for different user types (technical users, business users, administrators).
• Develop user guides, FAQs, interactive tutorials, and technical documents.
• Work with the Product and Development teams to identify documentation needs.

2. Writing and Updating Content

• Write clear, accessible, and engaging documentation tailored to different audiences.
• Ensure continuous updates to documentation based on product evolutions.
• Manage translation and internationalization of documentation when needed.

3. Managing Documentation on Zendesk

• Structure and optimize the knowledge base on Zendesk.
• Establish publication and validation processes for documentation.
• Analyze user feedback to improve documentation experience.

4. Collaborating with Internal Teams

• Work closely with Product, Support, Marketing, and Development teams to ensure the documentation meets user needs.
• Write release notes and detailed changelogs for each product update.

5. Implementing Interactive and Innovative Formats

• Create video tutorials, infographics, and interactive guides to enhance user experience.
• Suggest improvements in the organization and format of documentation content.

Technical and Professional Skills

• Proven experience in technical writing or product documentation, ideally in a software or SaaS environment.
• Proficiency in documentation management tools, particularly Zendesk.
• Strong ability to simplify complex concepts for different user types (business users, administrators, developers).
• Excellent writing skills in English
• Knowledge of Agile / SAFe methodologies (a plus).
• Experience documenting Self BI, Data Analytics, or Cloud-based platforms (a plus).

Soft Skills

• Autonomous and detail-oriented in managing documentation.
• Strong analytical skills to explain complex topics in a simple manner.
• Curiosity and proactiveness to continuously improve user experience.
• Excellent communication skills to collaborate effectively with internal teams (technical, product, support).