Technical Writer III


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Title: Technical Writer III

Duration: 12 Month Contract

Location: San Francisco, CA


Project Overview:

Voice of Customer (VOC)–a cross-functional team spanning Manufacturing Software and Customer Care in the Devices and Services Product Area. We are developing Machine Learning (ML) & analytics solutions & processes for structured & unstructured customer voice data and curating insights for partners to use to drive action. Our end-to-end ML and analytics platform is the de-facto source for diverse customer voice insights for Devices and Services products, operations, and policies. We partner with vendors who bring the best taxonomy, analytics, and information architecture expertise to the team. This capability is growing in a vast and impactful space that uses technology and centralized methodologies to improve time to action and automate analytics.

Our mission

Make the customer’s voice accessible, useful, and actionable.


Technical Writer Overall Responsibilities:

You will work on cross-functional efforts to generate content for a rapidly growing capability and will report directly to the lead Technical Program Manager. In this role, you have the opportunity to lead and help define the future path for the VOC capability and our products and operations. This candidate will help plan, create, manage, and deliver written content as an integral part of the definition of new and iterative ML and analytics processes and solutions. This technical writer will dig in and learn processes, methodologies, and content and be the written voice of the organization to add tangible structure to a cutting-edge space.


What's the tech?

We use the latest in ML technology and analytics methodologies. We work with a large and dynamic data pipeline, which handles diverse data types such as product reviews, customer care transcripts, and social media feedback. There are external and internal data sources that we feed into one ML platform and a suite of user-facing dashboards.


What's the point?

This role is an exciting opportunity for high visibility impact in a quickly growing space. This role is ideal for someone looking to grow their writing and leadership skills and contribute to ongoing cross-functional efforts. You are part of the team that decides how to solve technical problems, and you will be able to see the impact of your work on products and operations.


Technical Writer Top 3 Daily Responsibilities:

  • Interview SMEs, review existing content, and formulate an understanding of processes for subsequent documentation.
  • Design, organize, and write technical and internal marketing documentation—including architectural overviews / diagrams, procedures, style and governance guides, web pages, and business requirements documents—for company and vendor engineers, analysts, and internal end users of VOC data.
  • Coordinate implementation of processes and socialization of content with document users and stakeholders.


Technical Writer Required Education, Experience and Skills:

  • Bachelor's degree or equivalent practical experience
  • 4-5 years of experience producing documentation for a technical audience & presentations
  • 4-5 years of experience working in an analytics environment
  • Specific Tools or Applications experience (Required): G Suite, Visio, Lucidchart, etc.
  • Specific Tools or Applications experience (Preferred): Markdown (to generate HTML) – preferred. Also preferred a tool called Company Docs. Company Docs is a straightforward tool to capture written content for accessibility internally.
  • Most technical writers should be able to learn it quickly.


Technical Writer Preferred Experience and Skills:

  • Desire to learn and document new technologies
  • Experience writing content for NLP (Natural Language Processing Solutions)
  • Track record of researching and writing effective documentation for engineers and analysts
  • Proficiency in a Machine Learning environment
  • Devices and Services product knowledge


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