Associate Technical Writer

Smartsheet is a tech company with a human story to tell. We’re here to empower teams to manage projects, automate workflows, and rapidly build new secure solutions, using simple no-code tools. We’re revolutionaries – so for us changing the way the world works is all in a day’s work.

Smartsheet is seeking an experienced Associate Technical Writer to plan, develop, and maintain customer-facing content for the Smartsheet Help Center, internal product documentation, and on-demand training catalog. In this role, you’ll work cross-functionally with the Product, Engineering, Marketing, and Field Operations teams to understand and write about new product features. You’ll use your passion for concise and easy-to-read content to deliver well-written technical content on schedule while adhering to style and formatting guidelines. You’ll partner with the product team to deliver product documentation that forms the base for all other content builds in the company. You’ll also be tasked with keeping existing content up to date: Smartsheet has a rapid delivery cadence, and our content must keep pace. 

 

This role is part of the Smartsheet Global Shared Services organization and will report to the Manager, Content team. This role is remote eligible in Costa Rica. 

You will

• Immerse yourself in Smartsheet’s product line and learn the technologies and features as needed to document them accurately
• Speak and write proficiently in English
• Distill specification documents and internal technical FAQs and use the information to create targeted, quality, customer-facing content. Deliverables include but aren’t limited to:
• Technical articles for the Smartsheet Help website (how to, reference, FAQ, troubleshooting)
• Content for eLearning modules or videos
• Internal documentation
• Visual aids for Help content (screenshots, gifs, etc.)
• Work with Subject Matter Experts (SMEs) to ensure the technical accuracy of your work
• Review the work of other writers and mentor them as they develop technical writing expertise
• Track and report on your own project assignments and schedule, working towards hard deadlines
• Define and create templates and processes to help standardize and operationalize technical content production
• Manage content production tasks (move content from draft document format to the content management system and publish it)
• Review and compile internal change requests and customer feedback and use this information to recommend and implement content changes
• Maintain the Smartsheet Help and Learning style guide
• Interpret and factor in data—such as data from Google Analytics—to help plan and prioritize your work
• Optimize content for discoverability via Search

You have

• 2+ years of experience writing or editing content for a variety of audiences on the web
• A BA in English, Technical Communication, or a related discipline (or equivalent experience)
• Basic understanding of and ability to use HTML formatting
• Strong Command of English language both oral and written (C1 and above)
• Experience developing templates and processes for ensuring consistent delivery
• Understanding of SEO best practices
• Experience using analytics tools (Google Analytics, for example) to make impactful content decisions
• A passion for technology and familiarity with the benefits and challenges of working on a SaaS product 
• A knack for crafting great customer experiences driven by your knowledge of or experience in the customer service or support business
• An ability to distill technical jargon and turn it into clear and professional language
• A desire and ability to learn new technologies quickly
• Experience creating screenshots and/or visual diagrams to promote understanding of complex ideas (experience with Photoshop or an equivalent image compositing tool is a plus)
• Strong organizational skills and an ability to perform basic project management and prioritization tasks
• Experience with content production, for example, moving a document from a draft stage in one tool and formatting and publishing it from another tool
• Experience using one or more content management systems (experience using Drupal 8 or newer is a plus)
• Smartsheet Product Certification preferred by not required

 

Perks & Benefits:

• Fully paid Health & Life insurance for full-time employees and family members
• Equity - Restricted Stock Units (RSUs) for eligible roles
• Monthly stipend to support your work and productivity
• Asociacion Solidarista with employee and employer contributions as well as potential alliances with entities such as universities, gyms, etc.
• 12 days paid Vacation + Flexi