Overview

About the Role - 

The Instacart Platform is a retail enablement platform with solutions for online and in-store commerce. We are looking for a senior technical writer to work with our enterprise teams to document our white-label e-commerce capabilities, such as online shopping, checkout, fulfillment, and order status management. Our external partners include retailers, advertisers, and developers. 

About the Team - 

You’ll work directly with our Product Engineering, Product Management, and retailer-facing teams to understand our products, market, and audience, and then create a positive, engaging learning experience for partners that will ultimately drive adoption and ubiquity of our products. You will be responsible for creating external product documentation. Deliverables will include concepts, release notes, FAQs, product tutorials, API documentation, and more.

About the Job 

Work with internal teams (primarily Product and Engineering) to understand Instacart solutions, use cases, and documentation requirements for partners 

• Produce high-quality external product documentation that is tailored to our target audience
• Develop documentation/content plans and socialize with key stakeholders
• Create diagrams and other visual aids    
• Edit content created by teammates
• Work with partner-facing teams (e.g., Technical Support, Customer Success Managers) to collect partner feedback and incorporate it into documentation
• Work with the Product Marketing team to understand and collaborate on positioning, tone and messaging
• Maintain a comprehensive library of technical terminology and documentation
• Encourage awareness and usage of documentation
• Monitor documentation usage and develop and execute on plans to drive awareness and usage with external and internal audiences
• Act as a project lead
• Mentor less experienced writers

About You

Minimum Qualifications

• 7+ years of experience as a technical writer in a software development environment delivering documentation to an external audience
• Skilled at making complex concepts and/or technical products easy to understand for a business / non-technical audience
• Ability to deliver high-quality external documentation with high attention to detail  
• Ability to thrive in a fast-paced and ambiguous environment
• Experience successfully navigating a complex organization and incorporating feedback from multiple stakeholders
• Ability to provide and maintain the external voice of a company
• Ability to multi-task and juggle competing priorities in a high-pressure, results-driven environment 
• Strong project planning and project management
• Highly motivated, with the drive to improve existing deliverables, initiate new actions in line with business objectives, and deliver results, often under tight deadlines           
• Superb grammar and spelling  
• Proven track record of putting process and best practices in place
• Knowledge of current technical writing methods, trends, and technologies    
• Experience working in a company with 500+ employees
• University degree in English, Communications, Technical Writing, Engineering, Computer Science, or a related field 

Preferred Qualifications

• Technical writing certificate or similar qualification
• Experience with API documentation
• Experience with Markdown and “documentation-as-code”
• Grocery and/or retailer industry experience
• Experience working at a tech startup, in e-commerce, or in the technology sector

Overview

As a Technical Writer on the Product Support team, you will be responsible for ensuring an accurate and comprehensive library of Recharge knowledge. This includes maintaining our external Help Center and internal Knowledge Base, as well as creating net-new content as new features are created. This role is a perfect fit for those with a great eye for detail, as you'll be required to ensure our published works are consistent with product updates and releases. While the Product Support team is collaborative, you will be responsible for managing specific product lines and feature releases, so project management experience is a bonus. This role requires exceptional written and verbal communication skills, as well as the ability to constantly be critically thinking and assessing any knowledge gaps.

What you’ll do

• Live by and champion our values: #accountability, #collaboration, #iteration, #details
• Use your ability to simplify complex issues and technical writing expertise to create product documentation that boosts the excellence of both our merchants and agents. 
• Execute on a user-journey based learning approach to ensure customers are leveraging the Recharge platform to deliver business value.
• Communicate with Product Support Engineers, Product managers and other stakeholders when product additions or changes are being developed that require documentation.
• Assist with writing internal training modules, internal guides and documentation, and macros
• Maintain our existing internal & external product documentation
• Meet deadlines for content tasks
• Prioritize documentation tasks based on shifting Product priorities

What you’ll bring

• Proficiency with technical writing and communication – grammar, spelling, syntax, style
• Skillful at breaking down complex information into easily understood sections for a less technical audience
• An exceptional eye for detail with excellent organizational and communication skills
• An instinct for recognizing when knowledge is missing and a passion for closing the gaps
• Confidence in sharing information
• A ‘winning as a team’ attitude and a polite, patient, caring, calm, and professional demeanor 
• Ability to juggle multiple projects and priorities
• 1+ years of experience at Recharge training/technical writing or 2+ experience in training/technical writing at a SaaS company
• Ability to pass a written assessment on writing skills

The Basics: 

As a Staff Technical Writer at Tanium, you will work closely with engineers, product managers,and Technical Account Managers (TAMs) in an Agile environment to develop documentation and support information toaccompanyour platform and products. Writersare responsible fordeveloping consumable,accurate, andtimelydocumentation from which Tanium’s prospects and customers derive real value. Writers shouldpossessthe technical aptitude needed to understand our customers’ environments and the value that Tanium products provide.

What you will do: 

• Plan and write security software installation, user, and admin guides 
• Collaborate withcross- functionalteams to brainstorm, write, and review technical support content, including troubleshooting tips, FAQs, integrations, release notes, and cross-product tutorials 
• Edit content written by multiple contributors 
• Collaborate with user experience team on design of product and UI text 
• Participate in development of and recommendations for documentation style standards, information architecture, tools, and best practices
• Lead cross-functional teams and other technical writers to successfully complete documentation-related projects
• Help delegate responsibility across documentation work
• Support other team members by helping remove blockers and escalating issues to management 

We are looking for someone with: 

Education 

• Bachelor’s degree in Computer Science, Engineering, Technical Communications, or English 

Experience

• 8+ years experience in software documentation 
• Writing for a system administrator audience 
• Experience documenting for both Windows and Linux environments 
• Understanding of information architecture principles and content organization
• Experience with XML, HTML, topic based/structured authoring, and single sourcing
• 2+ years experience in help desk/technical support a plus
• Knowledge of DITA a plus
• Experience with Madcap Flare a plus
• Experience with IT security software/products a plus
• Self-starter with ability to learn software applications with little direction 
• Technically astute and able to understand large enterprise IT concepts 
• Interest in solving complex IT problems 
• Familiarity with general networking and database concepts 
• Broad knowledge across several technical domains with deep knowledge in one or more of the following: endpoint security, systems management, system administration, software engineering, or incident response 

About Tanium 

Tanium delivers the industry's only true real-time cloud-based endpoint management and security offering. Its converged endpoint management (XEM) platform is real-time, seamless, and autonomous, allowing security-conscious organizations to break down silos between IT and Security operations that results in reduced complexity, cost, and risk. Securing more than 32M endpoints around the world, Tanium's customers include Fortune 100 organizations, top US retailers, top US commercial banks, and branches of the U.S. Military. It also partners with the world's biggest technology companies, system integrators, and managed service providers to help customers realize the full potential of their IT investments. Tanium has been named to the Forbes Cloud 100 list for nine consecutive years and ranks on the Fortune 100 Best Companies to Work For. For more information on The Power of Certainty™, visitwww.tanium.comand follow us onLinkedIn andX. 

On a mission. Together. 

At Tanium, we are stewards of a culture that emphasizes the importance of collaboration, respect, and diversity. In our pursuit of revolutionizing the way some of the largest enterprises and governments in the world solve their most difficult IT challenges, we are strengthened by our unique perspectives and by our collective actions.   

We are an organization with stakeholders around the world and it’s imperative that the diversity of our customers and communities is reflected internally in our team members. We strive to create a diverse and inclusive environment where everyone feels they have opportunities to succeed and grow because we know that only together can we do great things. 

Each of our team members has 5 days set aside as volunteer time off (VTO) to contribute to the communities they live in and give back to the causes they care about most.   

What you’ll get

The annual base salary range for this full-time position is C$90,000 to C$275,000. This range is an estimate for what Tanium will pay a new hire. The actual annual base salary offered may be adjusted based on a variety of factors, including but not limited to, location, education, skills, training and experience.

For more information on how Tanium processes your personal data, please see our Privacy Policy.

Come join ourProductteam

Our Product team is committed to delivering value to our clients as well as stakeholders, by empowering all users both internally and externally with user-friendly product documentations.

What you will do

As a contract Technical Writer, you will develop a robust knowledge management system and supplement documentations in our tutorials and guides, by partnering with our technical, operations, and product colleagues. This is a 40-hour, three-month contract. Working hours will be 9 PT to 5 pm PT, Monday through Friday.

We are looking to hire this position out ofMexico. 

• Develop and maintain comprehensive documentation of the Company’s policies, procedures, and standards, including user manuals, knowledge articles, and release notes.
• Develop and maintain documentation repositories and knowledge management systems.
• Work closely with the Company’s engineering team to understand complex technical concepts and translate them into clear and concise documentation for non-technical audiences.
• Organize and structure information effectively, ensuring logical flow and easy navigation within the documentation, enabling both customer ops and business colleagues to easily understand products and processes.
• Collaborate with stakeholders to gather information and ensure the accuracy and completeness of technical content.
• Review and edit documentation written by other team members for clarity, accuracy, and consistency.

The experience you will bring

• 3+ years of experience in technical writing or technical communications roles, with some process management experience
• Experience of creating high-quality technical documentation, including user manuals, technical guides, flow charts, videos, and release notes
• Experience with version control management, including creating and implementing new process
• Strong English communication skills (verbal and written)

Applicants, please note: submissions not 100% in English will not be considered.