Technical Writer - Documentation & Software Tools

- Manage the structure, quality, and lifecycle of the customer Knowledge Base and Help Center - Create, update, and retire articles to keep content accurate, relevant, and easily accessible - Oversee documentation decisions from intake to publication, determining sufficient quality for release - Follow documentation standards, templates, and style guidelines - Leverage AI tools to enhance the drafting, summarization, and iteration of content while maintaining editorial integrity - Develop partner kits, FAQs, and troubleshooting documentation for APIs - Train and fine-tune AI prompts and workflows using approved materials and tools - Ensure AI-assisted content adheres to quality, tone, and compliance guidelines before publication - Review Jira issues, product stories, bugs, and support tickets to prioritize high-impact documentation tasks - Transform real customer issues and workflows into actionable Help Center articles, FAQs, and troubleshooting guides - Contribute to release readiness by aligning documentation with product updates - Gather and incorporate feedback from internal teams to enhance clarity and effectiveness - Monitor article usage, feedback, search performance, and support ticket deflection to assess when content is complete or needs updates - Identify trends in customer issues to proactively develop or enhance content - Organize and share content for collaborative usage within the team - Produce high volumes of quality content - Create and edit videos and screenshots to support written concepts - Keep pace with 3-week software development sprints - Collaborate with customer-facing teams, product managers, developers, and other stakeholders to ensure accuracy in documentation - Review and edit content produced by team members to maintain consistency and quality - Stay informed about AI developments, industry trends, and best practices in technical writing and documentation - Attend internal meetings for team coordination and knowledge sharing - Communicate with team members using chat, email, phone, and in-person meetings - Participate in pre-release testing of new DESTINI product offerings (3 hours per month) - Serve as a backup for the Training Specialist by adding new users to the LMS and monitoring shared inbox as needed