Technical Release Manager

Hauler Hero Inc.•New York, NY

2d•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 awareness and adoption. The company is a fast-moving, founder-led vertical SaaS company that needs to improve its documentation and release processes to match its rapid product growth. This role is ideal for someone who enjoys clarifying complex information and making a significant impact in an underserved industry.

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 (operators, dispatchers, drivers, billing teams, customer service teams, business owners)
A testing mindset and the ability to spot unclear workflows, edge cases, broken handoffs, and customer confusion before they become support issues
Organizational skills to manage a release communication process without creating bureaucracy
Comfort being the sole person in your function for a period
Willingness to ask direct questions and push for clarity
Fluency using AI tools in 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
Curiosity about the waste industry

Responsibilities

Own the Hauler Hero help center, including how-to guides, feature documentation, FAQs, troubleshooting flows, and plain-language explanations for users.
Write most of the help center content, pull in subject-matter experts when needed, and maintain documentation accuracy as the product evolves.
Own release communication for customers and internal teams, creating customer-facing release notes in plain language and internal notes for CS, Sales, Implementation, and Support.
Ensure customers understand what matters in releases and internal teams have the context needed to discuss changes.
Help transform institutional knowledge from Slack, DMs, Looms, and calls into clear, findable 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 predictable release rhythm across Product, Design, Engineering, CS, Implementation, and Sales by clarifying what is shipping, who needs to know, customer impact, documentation needs, and pre-launch requirements.
Close the gap between 'the code works' and 'the customer experience works' by reviewing workflows from a customer's perspective, identifying unclear language, broken handoffs, and edge cases, and advocating for clarity before release.
Document the reasoning and takeaways from launches, changes in direction, or important learnings in decision logs and postmortems to facilitate company learning.
Potentially connect release communication and documentation work to product analytics tools to understand adoption and customer impact.