Technical Writer

Product · Wakefield, Massachusetts
Department Product
Employment Type Full-Time
Minimum Experience Mid-level

About Us
At Glance, we think conducting business should be simple, collaborative, and visual. We’re transforming the way companies do business online by empowering the enterprise knowledge worker to join the customer in the app or website to deliver human-to-human guidance. The result of the Glance guided CX solution is increased transaction conversion, revenue growth, improved customer satisfaction, and loyalty, higher service center efficiency.

Technical Writer
As a member of our Product team, you will work cross-functionally throughout Glance to own technical and knowledge-based content for internal and external end-users. You will be the primary resource for documentation and will own the structure and maintenance of Glance's information architecture.

What You'll Do

  • Create and maintain documentation for all Glance products
  • Design and enhance the Glance information architecture for:
    • Support materials
    • Pre-sales technical materials
    • Training materials
  • Define and maintain the documentation personas for Glance products
  • Implement and maintain a documentation process workflow that includes input and feedback from Development and Customer Success teams.
  • Provide input to the selection of customer and stakeholder information systems, for example, Knowledge Bases or other future systems.
  • Work in a collaborative manner across teams to solve Glance technical information challenges
  • Provide input into product design where it can improve user-product understanding and product ease-of-use
  • Create an 18-month, project plan to improve the Glance information architecture
  • Manage and report on the work of Glance documentation contractors (when applicable)

What You’ll Need

  • Bachelor’s degree preferably in technical communications, or equivalent work experience
  • Ability to work collaboratively in cross-functional teams to drive content
  • 5-7 years experience writing technical documentation including feature descriptions, customer use cases, and release notes 
  • Ability to write clear and concise procedural and training documentation for technical and non-technical audiences
  • Knowledge of development practices including agile methodologies
  • Experience in and/or proficiency using: Confluence, Jira, APIs, Atom, Markdown, Git/GitLab.

Benefits & Culture

At Glance, we take culture seriously. Each of us strives to deliver results that delight our customers. We're a transparent organization that places a high value on trust, positive intent, and decisiveness.  We value and seek diversity and embrace work/life balance for our team. We offer our team an excellent insurance package, 401k plan, and time-off benefits.  Our offices remain closed.  Team members can choose to work in the office on a limited basis. When opened, we do not require team members to be in the office each day. We have offices in Portsmouth, NH, and Wakefield, MA.

Thank You

Your application was submitted successfully.

  • Location
    Wakefield, Massachusetts
  • Department
  • Employment Type
  • Minimum Experience