Technical Content Writer, Operations

Requirements

• 5–7 years of experience in technical writing, process documentation, or operations-focused roles within a SaaS, software, or technology environment
• Demonstrated experience writing SOPs, runbook, or playbooks for operations, account management, or support teams
• Experience documenting software platforms and integrations well enough to translate them into operational procedures
• Strong ability to interview subject matter experts and convert verbal or ad-hoc processes into structured, repeatable documentation
• Excellent writing, editing, and proofreading skills, with close attention to sequencing, accuracy, and edge cases
• Comfort mapping workflows and cross-team hand-offs (flowcharts, swim lanes, or similar) to clarify process ownership
• Familiarity with documentation and knowledge base tools (e.g., Confluence, Notion, HubSpot, or similar)
• Strong organizational skills, with the ability to manage and prioritize documentation across multiple ops workstreams
• Comfort working cross-functionally with engineering, product, TAM, and support teams — including across time zones with global teams
• Bachelor's degree in English, Communications, Business, Engineering, or a related field (or equivalent practical experience)
• A self-starter who thrives in a fast-paced startup environment and can jump in, observe, and test processes independently
• Familiarity with Property Technology (PropTech), RUBS (Ratio Utility Billing System), or utility billing processes
• Experience with process improvement or operational excellence frameworks (e.g., Lean, Six Sigma, or similar)
• Familiarity with workflow/process mapping tools (e.g., Lucidchart, Miro, Visio)
• Prior experience embedded within or directly supporting a Technical Account Management (TAM), Support, or Operations team
• Experience with basic APIs, webhooks, or system integrations
• Experience tracking documentation metrics or running periodic SOP audits

Benefits