Technical Writer

Job description

**About the Company** DevRev’s Knowledge team is hiring a technical writer who has strong technical proficiency and strives for simplicity. You’ll join a small team that has built our external documentation set from scratch and ships on a rapid product cadence. **About the Role** The Technical Writer is responsible for ensuring that documentation for our product is useful, findable, clear, correct, comprehensive, and consistent - and that it directly contributes to customer self-service and product adoption. **Responsibilities** - Write, review, publish, and maintain product documentation on the support portal, covering features across our AI product (Computer), platform capabilities (access control, customization, connectors), and integrations (Salesforce, Jira, Zendesk, etc.). - Ensure documentation is available at launch and then deepen, expand, and improve it over time based on customer needs, support patterns, and product evolution. Sustaining documentation is as much of the job as creating it. - Partner with product managers who own the content for their areas. Your job is to help them get documentation ready: structuring, drafting, editing, publishing, and driving the review process to completion on schedule. - Identify and address knowledge base gaps by analyzing support ticket themes, deflection data, and customer feedback - not waiting for requests to arrive. - Maintain and improve the documentation infrastructure: contribute to article health metrics, flag platform issues that affect KB quality (e.g., metadata hygiene, article visibility settings), and propose operational improvements. - Hold subject-matter experts accountable for technical reviews. Documentation at DevRev is a cross-functional commitment: product managers own accuracy, and you drive the process that ensures it. - Identify and implement opportunities to use AI and automation to scale documentation production, including AI-assisted drafting, content audits, and workflow automation. **Qualifications** - 3+ years writing and maintaining software product documentation, preferably for SaaS or platform products. **Required Skills** - Strong command of documentation best practices: information architecture, essentialism, clear and direct prose. - Experience sustaining a documentation set over time - not just writing first drafts, but iterating, expanding, consolidating, and retiring content as products evolve. - Comfortable with knowledge base platforms, markdown, and version-controlled content workflows. - Demonstrated ability to learn complex technical domains quickly - AI, APIs, integrations, access control, and similar concepts will be your daily vocabulary. - Effective async communicator across time zones. - Interest in using AI tools to augment documentation workflows for drafting, translation, content audits, or summarization. **Preferred Skills** - Previous startup experience, demonstrating adaptability and proactivity in fast-paced environments. - Familiarity with AI products, developer tools, or platform products with complex permission models. - Experience using analytics (article views, search queries, deflection rates) to prioritize documentation work and measure impact.