Technical Release Manager

Hauler Hero•New York, NY

20h•Remote

About The Position

Hauler Hero is seeking a Technical Release Manager to own the documentation, release communication, and customer-readiness process for their product. This role focuses on documentation as the core craft and release coordination as the operating layer. The Technical Release Manager will be responsible for the help center, release notes, internal runbooks, and establishing a communication rhythm to ensure smooth transitions from product development to customer understanding and adoption. This is a high-impact role for someone who thrives on making complex information clear and building foundational processes in a fast-paced environment.

Requirements

5+ years of experience writing technical documentation, ideally for B2B SaaS
Strong writing samples or a portfolio
Experience creating customer-facing help content, release notes, internal documentation, and process documentation
Comfort working in a fast-moving, founder-led environment where the foundation is still being built
Strong judgment around what customers and internal teams need to know
Ability to write clearly for non-technical users
A testing mindset and the ability to spot unclear workflows, edge cases, broken handoffs, and customer confusion
Organization to help run a release communication process without creating bureaucracy
Comfort being the only person in your function for a period of time
Willingness to ask direct questions and push for clarity
Fluency using AI tools in your writing workflow (e.g., Claude) to draft faster, pressure-test content, and reason through edge cases

Nice To Haves

Experience with vertical SaaS
Experience with feature flags, staged rollouts, tenant-based rollouts, or progressive releases
Multi-tenant SaaS experience
Experience with product analytics tools like Amplitude, Mixpanel, or Heap
Content design experience
Experience writing for non-technical users in field operations, logistics, field service, transportation, waste, construction, municipal services, or other operational industries
Experience supporting documentation for mobile apps, driver workflows, routing, billing, payments, or customer service tools
Waste industry experience (curiosity about the space matters)

Responsibilities

Own the Hauler Hero help center, including how-to guides, feature documentation, FAQs, troubleshooting flows, and plain-language explanations for users.
Write clear, accurate, and practical documentation for users who may be operating under real-world pressure.
Keep documentation accurate as the product evolves.
Own release communication for customers and internal teams, including customer-facing release notes and internal release notes for CS, Sales, Implementation, and Support.
Ensure customers understand what matters and internal teams know how to discuss new features.
Help turn institutional knowledge into clear, findable internal documentation, including onboarding docs, support escalation paths, common issue guides, troubleshooting steps, release checklists, and 'what to do when X happens' runbooks.
Help build a more predictable release rhythm across Product, Design, Engineering, CS, Implementation, and Sales.
Clarify what is shipping, who needs to know, which customers are impacted, what needs to be documented, and what internal teams need before launch.
Close the gap between 'the code works' and 'the customer experience works' by reviewing workflows from a customer perspective, spotting unclear language, broken handoffs, and edge cases.
Ask direct questions to ensure readiness, clarity, and understanding of customer impact.
Document decision logs and postmortems to capture reasoning and takeaways for future reference.
Potentially connect release communication and documentation work to product analytics tools to understand adoption and customer impact.