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Documentation Manager



Posted on Tuesday, February 6, 2024


Smartling was founded 14 years ago to make localization and translation seamless. Today, Smartling is profitable and backed by Battery Ventures, a global technology-focused investment firm, supporting company growth and expanding our market share and leadership position. We are the only cloud-based, AI-enabled translation platform that combines a Neural Machine Translation Hub and professional language services empowering teams to collaborate in real-time to create experiences customers love.

Documentation Manager/Technical Writer is responsible for writing and managing customer-facing documentation relating to Smartling products and services. The position works closely with various other teams, including but not limited to Customer Training and Support, Customer Success, and Product Management to ensure that customers have the information they need to be self-sufficient and effective with Smartling.

In addition to writing new content, a typical day could include analyzing support ticket and Help Center usage data, and creating content roadmaps centered around those. Additionally, on a given day you could participate in team standups, and meet with other customer facing team members and product managers to gather feedback on priorities for new content and documentation improvements.

You Will

  • Manage the documentation program to ensure that the right content is prioritized and that content is kept up to date over time
  • Manage the Help Center, ensuring that it is easy to use and effective in helping customers
  • Analyze documentation usage, support data, and user feedback to continuously improve documentation and inform documentation roadmap
  • Write documentation for end-users of Smartling’s products and services. For example:
    • Create content to help users understand and complete common tasks in the platform
    • Identify product best practices and create documentation that helps customers achieve their objectives
    • Develop troubleshooting guides for frequently asked questions so that customers can self-diagnose common problems
  • Work closely with product teams to understand how the product is changing, with an eye toward creating and updating the associated documentation
  • Work closely with customer teams to understand how customers and end users are using Smartling and associated services, and whether the documentation is fulfilling its purpose in helping them
  • Ensure that technical documentation is kept up to date with the support of technical team members for the creation of content
  • Keep up to date with product releases to inform how the help center and corresponding documentation should be updated

You Have

  • Experience and aptitude in managing documentation programs at software companies
  • Experience managing documentation projects
  • Excellent technical writing skills
  • Ability to work well independently and in a collaborative, team environment
  • Ability to build strong working relationships other teams, such as Customer Success, Training and Support, Product Management
  • Working knowledge of Zendesk or similar tool
  • A home office setup conducive for working remotely, and the ability to work effectively as a remote team member*

Preferred but not required

  • Experience in translation, localization, and internationalization processes
  • Understanding of modern content technology applications, and modern software development processes like continuous delivery
  • Fluent in another language, or experience in learning languages
  • 3+ years of experience as a technical writer, preferably documenting cloud-based software products
  • Ability to create prototype implementations (including lightweight API integrations) to test documentation accuracy and effectiveness

You are

  • Curious: You’re a “forever learner” with an insatiable desire to gain new skills and knowledge
  • Detail-oriented. Have excellent time management and organizational skills
  • An analytical thinker. “If there is a problem I have a solution” attitude
  • Customer-focused. Passionate for client success at all times
  • Highly communicative. Communicating effectively across all levels

You Will Enjoy

  • Freedom 🏡 - we are remote-first
  • Growth - an opportunity to learn and advance your career
  • Wealth 💰 - we offer a competitive salary
  • Wellness - company-sponsored Health insurance plan & pension plan with company matching
  • Balance - flexible PTO + 10 bank holidays! Generous parental leave. We are remote-friendly
  • Culture 🤝 - an energetic, value-driven, and fun culture and team spirit
  • Bonus - employee referral programs and Apple equipment

Smartling is proud to be an equal-opportunity employer. We are committed to building an inclusive global team that represents a variety of backgrounds, perspectives, beliefs, skills, and experiences.

*To work from home, you must have a strong internet connection, a quiet space, and a professional (distraction and clutter-free) background.