Software Technical Writer
About The Position
SugarAI is redefining CRM for the age of AI, delivering clear, prioritized action by turning fragmented customer and revenue signals into actionable insights. We are seeking a curious, sharp, and detail-oriented Technical Writer to join our Knowledge Management team. In this role, you will create clear and comprehensive documentation for customers, partners, and employees, while helping drive the adoption of AI-powered tools and innovative workflows. As part of SugarAI’s Product organization, you will collaborate closely with Product Managers, Engineers, Designers, and other teams throughout the product development lifecycle. You will participate in product discussions, build strong product expertise to champion the user's perspective, and provide product expertise. Ideal candidates will have a background in software and experience in technical writing, with a willingness to explore smarter ways of working to improve knowledge creation, maintenance, and delivery. Strong writing, critical thinking, and sound judgment are essential for ensuring content accuracy, usefulness, and trustworthiness. This position offers a unique opportunity to contribute to the evolution of our Knowledge Management practices and shape the future of SugarAI products.
Requirements
- 2+ years of experience as a software technical writer, software developer, CRM administrator, marketing automation administrator, technical support engineer, or in a related role
- Enthusiasm for educating customers and ability to create clear, user-centric content
- Strong attention to detail, with excellent grammar, writing, and communication skills
- Ability to communicate clearly and concisely with all levels of application users, including end users, administrators, and developers
- A strong focus on user needs and a passion for building excellent software experiences
- Confidence managing projects independently while also contributing effectively as part of a collaborative team
- A 4-year degree or equivalent practical experience
Nice To Haves
- In-depth understanding of Sugar Sell, Sugar Serve, Sugar Market, and related applications
- Experience contributing to software feature planning
- Working knowledge of Linux, Apache, MySQL, PHP and other web application technologies
Responsibilities
- Create and publish clear, high-quality product content, including user guides, release notes, knowledge articles, troubleshooting guidance, and best practices
- Build deep product expertise and serve as a trusted subject matter expert for the Sugar products you support
- Participate in product grooming, design reviews, demos, and release activities to understand new capabilities and advocate for the user
- Partner with Product, Engineering, UX, and Support to identify gaps, influence product improvements, and enhance the customer experience
- Turn complex technical concepts into simple, useful, and easy-to-understand content, while contributing to improvements in SugarAI’s support experience
- Develop templates, reusable skills, and automated workflows to improve content quality, consistency, and team efficiency
Benefits
- Excellent healthcare package for you and your family
- Savings and Investment – 401(k) match
- Unlimited Paid Time Off
- Paid Parental Leave
- Online Legal Services (Rocket Lawyer)
- Financial Planning Services (Origin)
- Discounted Pet Insurance (Embrace Pet Insurance)
- Corporate Benefit Program (Working Advantage). This benefit offers you exclusive travel and entertainment offers and special discounts that are not available to the general public
- Health and Wellness Reimbursement Program
- Travel Discounts
- Educational Resources - Career & Personal Development Program
- Employee Referral Bonus Program
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
