Support Documentation Writer – Software Platform

Location: Remote / Hybrid / On-site (Specify)
Employment Type: Full-time / Part-time / Contract (Specify)

About Us
As a leading provider of [describe software platform – e.g., AI-driven solutions, SaaS, cloud-based software, etc.], helping businesses streamline operations and improve efficiency. Our rapidly growing team is looking for a skilled Support Documentation Writer to create clear, concise, and user-friendly documentation for our customers and internal teams.

Role Overview
As a Support Documentation Writer, you will be responsible for developing high-quality user guides, FAQs, troubleshooting manuals, and other knowledge base content. Your goal is to ensure our users have the best possible experience by providing well-structured, accessible, and easy-to-understand documentation.

Key Responsibilities
Create and Maintain Documentation – Develop user manuals, FAQs, troubleshooting guides, and how-to articles for our software platform.
Collaborate with Teams – Work closely with product managers, engineers, customer support, and marketing teams to gather information and ensure documentation accuracy.
Simplify Complex Information – Translate technical concepts into clear, user-friendly content for non-technical users.
Manage Knowledge Base – Organize and update an online help center, ensuring content is searchable and up to date.
Support Onboarding – Assist in creating onboarding materials, including quick-start guides and training content for new users.
Gather Feedback – Continuously improve documentation based on user feedback, analytics, and customer support inquiries.
Ensure Consistency – Maintain a consistent tone, terminology, and style across all documentation.
Requirements
Proven experience as a Technical Writer, Documentation Specialist, or Support Content Writer in a software-related field.
Strong ability to write and structure documentation in a way that is clear, concise, and engaging.
Familiarity with content management systems (CMS), knowledge base platforms (e.g., Zendesk, Confluence, Help Scout), and documentation tools (e.g., Notion, Markdown, or Google Docs).
Basic understanding of APIs, SaaS products, or software development concepts.
Strong research skills and ability to work independently to gather and verify information.
Excellent grammar, proofreading, and editing skills.
Experience with screenshot capture and annotation tools (e.g., Snagit, Loom) and basic video tutorial creation is a plus.
Preferred Qualifications
Experience writing documentation for AI-powered software or customer support platforms.
Familiarity with UX writing or instructional design.
Basic knowledge of HTML/CSS or markdown-based documentation.
What We Offer
Competitive salary based on experience.
Flexible remote work options.
Opportunities for professional growth and learning.
Collaborative team culture with a focus on innovation and user experience.