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technical writing content strategy intercom confluence ai📋 Description
- Own the full lifecycle of internal troubleshooting guides and SOPs.
- Build and maintain the external Help Center for customers and AI.
- Mine Intercom data and AI logs to identify knowledge gaps.
- Define AI-readiness standards and track related metrics.
- Design knowledge taxonomy and metadata standards.
- Collaborate with support teams to turn frontline needs into content.
🎯 Requirements
- Bachelor's degree in technical writing, communications, CS, or equivalent.
- 3+ years in technical writing, knowledge management, or content strategy in B2B SaaS.
- Experience writing troubleshooting content for technical audiences.
- Knowledge of AI-powered support tooling and its impact on KB quality.
- Understanding of support operations workflows, escalation, and ticket lifecycle.
- Strong writing/editing; experience with Intercom or Confluence.
🎁 Benefits
- 100% company-paid Medical, Vision, and Dental for you and your family.
- Four weeks of PTO for new hires.
- PTO embargo: time off cannot be interrupted.
- Additional PTO via volunteer hours and Bandwidth challenges.
- Mahalo moments program adds time off for life events.
- 90-minute Workout Lunches and nutritionist access.
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