Technical Writer (Remote)

Optro

4d•Remote

About The Position

We are looking for a high-impact Technical Writer to join the Customer Education team at Optro. This isn't just about documenting features; it’s about translating complex technical ecosystems into seamless user journeys. You will support large-scale initiatives within the Optro Help Center, ensuring our users—from developers to end users—have the right information at the right time. The ideal candidate is a force multiplier. You don't just wait for information; you hunt it down by building strong relationships with Subject Matter Experts (SMEs) and utilizing cutting-edge tools, including AI, to streamline the documentation lifecycle.

Requirements

5+ Years of Experience: Proven track record in technical writing within a fast-paced SaaS environment.
Technological Agility: A self-starter who can navigate ambiguity and master complex software tools and workflows with minimal hand-holding.
AI-Forward Mindset: Experience (or a strong interest) in using Generative AI and other automation tools to optimize the writing, editing, and formatting process.
Stakeholder Mastery: Ability to manage expectations across various departments, balancing competing priorities and high-pressure deadlines.
End-to-End Ownership: Strong experience owning the entire documentation lifecycle—from the initial discovery phase with SMEs to final publication and maintenance.
Visual Communication: Experience creating infographics or diagrams to explain abstract topics and workflow processes.
Technical Stack: Strong experience with Zendesk; familiarity with Markdown, Git, or API documentation is a plus.

Responsibilities

Act as a bridge between engineering, product, and customer success. Proactively collaborate with SMEs across the organization to extract deep technical knowledge and translate it into accessible content.
Get up to speed quickly on new products and complex technical architectures, becoming a functional expert in record time.
Write and maintain high-quality Help Center content, including user guides, troubleshooting articles, how-to tutorials, and FAQs.
Find creative solutions to scale documentation efforts. This includes leveraging AI-assisted writing tools and automation to improve speed-to-market and consistency without sacrificing quality.
Organize and structure Help Center content to ensure it is easily navigable and searchable, directly impacting product adoption and ticket deflection.
Ensure all documentation aligns with Optro’s brand voice and tone, maintaining a consistent "source of truth" for all users.