Technical Writer 2

At Red Hat, we connect an innovative community of customers, partners, and contributors to deliver an open source stack of trusted, high-performing solutions. We offer cloud, Linux, middleware, virtualization, and AI technologies, together with award-winning global customer support, consulting, and implementation services. Red Hat is a rapidly growing company supporting more than 90% of Fortune 500 companies. 

Job Summary 

Help us democratize AI with open source! The Red Hat Customer Content Services (CCS) department is searching for an experienced technical writer to join our Red Hat AI documentation team. You'll be responsible for customer-facing technical documentation for InstructLab and Red Hat AI family of products. In this role, you’ll define the scope of, quality test, and deliver technical content while maintaining customer focus by participating in existing feedback programs and consistently developing your technical expertise. Drawing from your passion for both technology and the English language, you'll work closely with globally-distributed stakeholders from diverse cultural backgrounds to create content that helps our customers understand our offerings and find the best solutions for their needs. 

The ideal candidate will be a highly collaborative individual with a passion for working on complex projects in an open organization where contributions are valued and expected from all levels. This job role will require engaging in upstream open source communities. As this is a fast-moving area of opportunity for Red Hat, the ability to communicate productively and effectively with team members, stakeholders, and Red Hat leadership is critical. 

This position must have the ability to partner collaboratively in our Boston, MA office at least 3 days per week. 

Primary Job Responsibilities 

• Deliver complex technical documents including feature descriptions, installation guides, and release notes, using industry best practices 

• Work closely with senior writers, content strategists, documentation program managers, engineering project teams, support teams, and other stakeholders to create and maintain high-quality documentation 

• Collaborate with cross-functional teams and globally distributed subject-matter experts to ensure timely delivery of your work items for each release 

• Understand the complexities of our product/technology so you can clearly communicate how it works and why it matters 

• Partner with documentation team members to inventory, organize, and publish content using Red Hat tools 

• Review content analytics to understand customer impact, create user stories, and influence future content creation decisions 

• Engage and collaborate with customer feedback programs to address content gaps, respond to direct customer feedback, and promote continuous improvement of the documentation experience 

• Participate with team members, external community members, and other contributors in discussions relating to InstructLab, including blog, Slack/Discord, public community meetings, and mailing list interactions 

• Keep up to date on our offerings, customer use cases, and support issues 

• Master the use of our documentation toolchain, including the publishing platform and issue tracking 

Required Skills 

•  

• Fluent written and verbal communication skills in English, with a keen eye for detail  

• Proven record of writing documentation and procedural materials for multiple audiences  

• Ability to collaborate with engineering and actively engage subject matter experts to gather technical inputs  

• Capability in taking initiative, diagnosing and solving problems, and prioritizing work to meet defined objectives 

• Skills to analyze user needs and write for a specific audience, adjusting the level of complexity to match their requirements 

• Exposure to style guides, minimalism principles, content journeys, and topic-based documentation 

• Demonstrated aptitude for continuous learning 

• Firm understanding of the software development life cycle (SDLC)