A Technical Writer writes accurate, engaging, user-focused documentation that adheres to Relativity’s technical writing and quality standards. They also build deep customer empathy, identify opportunities to enable customers’ use of our products, collaborate with product managers, engineers and other subject matter experts, and work within a team of product documentation professionals. Technical Writers at Relativity operate under moderate direction of managers and senior team members.
Role Responsibilities
Produce accurate, engaging, user-focused product documentation.
Adhere to Relativity documentation styles, guidelines, policies, and procedures; assist in maintaining the style guide and glossary and evaluate and recommend revisions to existing technical writing standards and guidelines.
Establish relationships, communicate and collaborate with other teams such as Product Management, Engineering, Support, and other Subject Matter Experts to plan, research, create, validate and revise product documentation.
Proactively identify gaps and improvement opportunities in existing documentation, and effectively address these opportunities.
Triage and assign support tickets raised with the product documentation team, and resolve assigned support tickets and reported issues within the expected SLAs.
Understand customer perspective and feedback to help inform general product enhancement and feature design decisions. Follow best practices for interacting with Relativity customers and innovate on these where possible, including how to receive, respond to, and assign customer-submitted feedback.
In collaboration with senior team members, develop solution hypotheses to solve low-to-medium complexity problems and apply agile product design methodologies to test solution hypotheses for customer value, usability, and technical feasibility.
Learn how to resolve issues (including issues regarding use of tools as well as content research and development), enlisting expertise within the team and other teams where needed. Know where to find and how to use resources for the team’s common problem resolutions, including which team members to ask for assistance for specific issues. Identify problems and proactively communicate these to the appropriate leader or team.
Understand the typical use cases and user value of Relativity products as it applies to assigned areas of expertise and pursue learning opportunities to improve understanding of these use cases. Identify the appropriate format, structure and content for documentation to support those users and use cases.
Contribute to product design and development to author, validate, or review language and verbiage used in the product.
Develop a working understanding and effectively leverage current tools (such as Jira, SalesForce, Asana, Flare) to perform basic functions relevant to the role. Understand the interactions, dependencies and workflows of tools used by the documentation team to complete tasks in the most efficient manner. Identify and leverage opportunities to streamline manual workflows through existing tools and technical solutions.
Contribute to the team’s efforts for improving internal processes, follow best practices for troubleshooting the tools used to publish content, and innovate on those practices where possible.
Contribute to the team’s ability to adapt to Relativity’s product release methodology and process changes; propose ideas for how the team can best adapt to process changes.
Manage or contribute to ad-hoc projects assigned by documentation team leaders.
Advise and assist associate technical writers in the research, design, and production of product documentation.
As workload permits, assist in addressing backlog and technical debt projects for the product documentation team. Minimum Qualifications
2+ years of experience writing complex product documentation for web-based software
Bachelors Degree - Technical Communication (or a related field), or equivalent experience in producing technical product documentation
Excellent written and verbal communication skills in English
Experience writing user documentation in English and/or Simplified Technical English
Experience working with documentation authoring software such as MadCap Flare (highly preferred), Paligo, Document360, RoboHelp, markdown, DocFx, or Confluence)
Basic HTML, CSS, and XML knowledge
Customer focus and empathy
Able to work effectively in a collaborative, remote, globally-distributed team
Able to work independently without constant supervision
Exposure to technical communication programs Preferred Qualifications
Advanced technical writing, content production, and technical editing skills in English and/or Simplified Technical English
Contribution to multiple projects simultaneously and prioritizing work based on company and team objectives
Experience working in a technology organization that utilized agile development methodologies, with frequent product releases
Advanced communication and teamwork skills
Experience integrating user stories, use cases and functional data into user documentation and examples
Intermediate knowledge of MadCap Flare
Ability to operate in a fast-paced environment with evolving project requirements and priorities
Attention to detail with a creative eye
Ability to efficiently and thoroughly address feedback on published content from both customers and Relativity employees
Ability to work efficiently under pressure, drive projects to completion and meet deadlines
