Technical Author

RM Education Limited•Abingdon, IL

1d•Hybrid

About The Position

The Technical Author role is part of the Product Knowledge & Enablement function within RM Assessment. This position is crucial for ensuring that technical documentation effectively supports customer enablement, enhances internal capabilities, and drives product adoption. The goal is to empower product end-users with the knowledge and confidence to utilize RM's products. The Technical Author will create structured, accurate, and user-centered documentation, primarily using MadCap Flare. This involves close collaboration with the Product Enablement and Product Engineering teams to ensure user guides, help content, and knowledge base assets accurately reflect the latest product features and align with training pathways, onboarding programs, and learning outcomes. Additionally, this role provides an advisory function to maintain consistency in product knowledge across all platforms, including documentation, training, onboarding, customer education, and internal readiness. The Technical Author acts as a vital link between RM's products and its customers by translating complex technical solutions into clear user guidance for a growing customer base. Early applications are encouraged as the vacancy may close once a suitable candidate is found or final interviews are scheduled.

Requirements

Advanced MadCap Flare capability, including stylesheets, conditions, snippets, variables, and multi-channel publishing.
Strong technical writing and editorial judgment.
Experience producing structured, modular documentation for SaaS or complex digital products.
Understanding of information architecture, topic-based authoring, and single source publishing.
Ability to collaborate with SMEs across Engineering, Product, Support, Solutions, and Enablement.
Experience with source control (Git, Azure DevOps) and documentation workflows.
Strong collaborative and communication skills.
Takes initiative to think about how to improve guides and documentation for staff and customers.
Able to work independently and embrace a team spirit.

Nice To Haves

UX writing
content design
learning experience design
training content alignment

Responsibilities

Own the end-to-end development of user guides and knowledge base articles.
Build and maintain multi-output documentation sets using MadCap Flare (HTML5, PDF, knowledge base content).
Design reusable content models, templates, and structured topic-based documentation.
Maintain scalable, modular documentation that supports multiple audiences and outputs.
Manage documentation updates in line with product releases and roadmap changes.
Create user guides that actively build user confidence, enabling customers and internal teams to understand, navigate, and use RM products successfully. Design content that reduces usability friction, anticipates user questions, and supports self-service learning.
Work collaboratively within the Product Knowledge & Enablement team to ensure user guides directly support internal and external RM Assessment training and adoption programs.
Ensure user guides are the single source of truth for product capability and usability for RM Assessment.
Provide product documentation updates and insights that enable trainers to deliver accurate, up-to-date sessions.
Work with Product, Engineering, QA, Solutions, and Support during the Software Development and Customer Service Lifecycles, to gather and validate information.
Provide insights and guidance within the Software Development Lifecycle where product engineering development of features is inconsistent with existing user guides.
Surface gaps in product understanding and collaborate with Enablement to address them.
Translate complex technical concepts into clear, accessible guidance for varied user personas.
Work with teams across the business to ensure documentation is easy to find and visible to the right user roles.
Lead peer reviews and audits, utilizing the in-house style guide to ensure technical, grammatical, and typographical accuracy of the documentation.
Maintain structure, tagging, and lifecycle of IT Service Management and Support content derived from Product User Guides.
Use training insights to refine documentation and improve clarity.
Enhance documentation workflows, tooling, and content discoverability.