About SugarCRM

From the very beginning, SugarCRM had a unique vision: to offer a different kind of Customer Relationship Management (CRM). We pioneered the first commercial open-source CRM platform, and now, more than two decades later, are on a mission to provide products and services that make the hard things easier for sales, marketing and customer service teams. In fact, we help mid-market businesses around the globe reach new levels of performance and predictability by letting our award-winning CRM platform do the work. 

Our diverse group of worldwide employees are united and driven by a shared passion for our mission, culture, and values. We treat our employees like humans not line items and are building a culture where your work at Sugar helps fuel personal, professional and business growth – check out our recent ‘Great Place to Work’ certification that we are so proud of. Work/life fit and flexibility for our team matters and together we pride ourselves on solving for our customers, always. What’s more, we are a Remote 1st organization, which means we empower everyone to do their best work from home, on the road, or anywhere in between.

If you're ready to grow your career and help organizations grow better and faster, you've come to the right place. Find out more about our SugarCRM careers and how you can become a part of our journey. 

SugarCRM is looking for a sharp and empathic individual to join the Knowledge Management team as a Technical Writer. Knowledge Management specializes in documenting Sugar applications for end users, providing our audience of customers, partners, and employees a source of truth in the form of comprehensive product guides as well as articles focusing on best practices, troubleshooting guidance, and use-case overviews. As part of SugarCRM’s product group, this team's members attend product grooming and design sessions to champion the user perspective and provide unparalleled product expertise. 

Ideal candidates will have a background in software, write with an exacting attention to detail, and be comfortable sharing honest feedback with product managers and engineers. The position is a unique opportunity to write user-centric product documentation and to help shape the future of SugarCRM products. 

Impact You Will Make

• Prepare, edit, and publish product documentation for software releases including user guides, release notes, help articles, and other resources. 
• Serve as the company SME (subject matter expert) on the products that you document. 
• Collaborate with product managers, designers, and engineers to help identify product gaps or conflicts and influence the design of new product features in upcoming releases. 
• Focus on user needs and adhere to our style guide in all content creation. 
• Maintain and improve existing documentation to ensure information is current and easy to locate. 
• Contribute to the improvement of SugarCRM’s support site functionality and user interface. 

Qualifications:

• 2 years of experience as a software technical writer, software developer, CRM administrator, marketing automation administrator, or technical support engineer 
• Enthusiasm for educating customers with a proven ability to write user-centric content 
• Very strong attention to detail with proficiency in grammar and written communication 
• Ability to speak to all levels of application users (end users, admins, and developers) in a clear and concise manner 
• Intense focus on user needs and passion for building excellent software 
• Confidence to manage projects independently as well as contribute as part of a large group 
• Thoughtful advocacy for positive process and organizational changes 
• 4-year degree or equivalent experience 

Preferred Qualifications:

• In-depth understanding of Sugar's products or other CRM, CX, or marketing automation software 
• Experience contributing to software feature planning and familiarity with the software development lifecycle (SDLC) 
• Working knowledge of HTML, CSS, other web application technologies, and databases 

We understand that no candidate is perfectly qualified for any job. Experience comes in different forms; many skills are transferable; and passion goes a long way. Even more important than your resume is a clear demonstration of dedication, impact, and the ability to thrive in a fluid and collaborative environment. We want you to learn new things in this role, and we encourage you to apply if your experience is close to what we’re looking for. We also know that diversity of background and thought makes for better problem solving and more creative thinking, which is why we're dedicated to adding new perspectives to the team.

Benefits and Perks:

Beyond a stellar work environment, friendly people, and inspiring work, we have some sweet benefits and perks:

· Excellent healthcare package for you and your family

· Savings and Investment – 401(k) match

· Unlimited Paid Time Off

· Paid Parental Leave

· Online Legal Services (Rocket Lawyer)

· Financial Planning Services (Origin)

· Discounted Pet Insurance (Embrace Pet Insurance)

· Corporate Benefit Program (Working Advantage). This benefit offers you exclusive travel and entertainment offers and special discounts that are not available to the general public

· Health and Wellness Reimbursement Program

· Travel Discounts

· Educational Resources - Career & Personal Development Program

· Employee Referral Bonus Program

· We are a merit-based company - many opportunities to learn, excel and grow your career!

Our company uses E-Verify to confirm the employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit www.dhs.gov/E-Verify.

If you require a reasonable accommodation to search for a job opening or submit an application, please call +1 (877) 842-7276 with your request and contact information.

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