The Role
The Product Technical Writer is the sole contributor role responsible for creating clear, effective documentation and knowledge resources for employees, customers, and external partners. This role primarily partners with Product and Engineering teams and collaborates closely with cross-functional stakeholders, including Product Marketing, Customer Services and Learning & Development (L&D). The position reports directly to the VP of Talent who is responsible for Training, with a dotted line into Product, emphasizing strong communication and collaboration across multiple teams.
The Product Technical Writer is responsible for creating core documentation on product features and solutions, including delta documentation for releases. This content is used to inform internal teams and external users and is managed through the defined Salesforce Knowledge solution.
Key Responsibilities
- Act as the single owner of technical documentation across the organization, working independently to manage documentation efforts from start to finish.
- Collaborate with Product, Engineering, Product Marketing, Customer Services, and L&D teams to produce clear, user-focused technical documentation.
- Work independently to lead documentation efforts across the full product lifecycle-from early drafts through final delivery.
- Create and maintain content in the Salesforce Knowledge system, including materials related to product releases, launch information, and training source documentation.
- Collect input from subject matter experts across departments to ensure technical accuracy and usability.
- Manage and update internal and external knowledge bases to ensure documentation remains accurate and up to date.
- Ensure documentation is aligned with style guides, accessibility standards, and technical writing best practices.
- Leverage AI-driven tools to generate, refine, enhance, and deploy technical documentation, ensuring accuracy, clarity, and consistency across all knowledge assets.
Knowledge, Skills, and Abilities
- Expertise in creating technical documentation and instructional materials that are easy to understand and aligned with end-user needs.
- Ability to translate complex concepts into content appropriate for diverse audiences (end users, admins, developers).
- Strong project management skills to independently drive content creation and updates.
- Ability to collaborate effectively with cross-functional teams while managing tasks independently.
- Familiarity with best practices in technical writing and user experience design.
- Commitment to using feedback and data to improve documentation quality and user experience.
- Adherence to brand voice, tone, and documentation standards.
Qualifications
- 3+ years of experience as a Product Technical Writer
- B2B SaaS experience strongly preferred
- Proficiency in Microsoft Office and web-based content tools
- Bachelor's degree or equivalent experience preferred
- Technical Writing certification a plus
- Salesforce experience a strong plus
Milestones for the First Six Months
Within the first month, you'll:
- Complete all HR-related onboarding requirements
- Learn tools, systems, and documentation standards and workflows
- Begin hands-on technical writing with guidance from Product and L&D partners
- Build baseline understanding of user profiles, Fusion Framework, and client needs
In three months, you'll:
- Demonstrate working knowledge of the Fusion Resilience Framework
- Spin up and navigate your own Trialforce instance
- Clearly communicate product solution areas and their functions
In six months, you'll:
- Build strong relationships with Product, L&D, SMEs, and Marketing partners
- Independently complete assigned writing projects
- Suggest and contribute to process and documentation improvements
- Maintain standards for documentation tools and workflows
- Proactively raise issues or risks to appropriate stakeholders
Disclaimers
This position may be performed remotely anywhere within the United States except for the states of New York, California, and Colorado.
Fusion Risk Management, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin. Nothing in this job posting should be construed as an offer or guarantee of employment.
