PagerDuty is looking for a Technical Content Writer to oversee our customer-facing documentation (Knowledge Base) and contribute to customer training content for PagerDuty University (PDU)—supporting both end users and internal teams. Your responsibilities will include maintaining a high quality standard for our documentation, setting guidelines, writing content and enabling others to add content to our documentation. This role will be part of our Customer Education team and will work closely with many other teams across the business. Work will be divided approximately 70% on the Knowledge Base and 30% on PDU.
Our team prides itself in providing amazing support and high quality communication to our rapidly growing customer base. We measure success in our documentation by how well it serves both customers and internal customer-facing teams. You’ll play a crucial role in ensuring that our documentation scales with our company and enables our teams to help our customers be successful in using our product.
Responsibilities
Your responsibilities will include:
- Developing a thorough understanding of the entire PagerDuty product portfolio and staying up to date on product changes and messaging
- Writing clear and easy-to-follow documentation for our customers
- Maintaining documentation standards and workflows, including style guides, contributor processes, and internal Customer Support content, so documentation stays current and organized.
- Conducting QA on internal contributions to customer-facing docs
- Maintaining the company Knowledge Base and working cross-functionally with other teams to ensure quality standards across all customer-facing documentation
- Managing cross-functional projects related to documentation, working closely with Support, Product, and other internal teams to help individual contributors reach documentation goals
- Providing QA support for eLearning projects and instructor-led training content, acting as SME for technical topics
- Storyboarding training content in an engaging manner for online learning (e.g., courses, job aids, video demos, etc).
- Working closely with teammates to determine resource requirements and plan projects
Requirements
You REALLY need to have:
- 1-3 years previous experience as a copywriter, technical writer, writing customer-facing documentation in a Customer Education or Support role
- Ability to write about technical subjects in a clear and engaging manner, breaking down complex topics for multiple audiences to understand
- Strong active listening skills, with the ability to absorb domain-specific terminology, ask clarifying questions, and translate technical terms into plain language.
- Must be comfortable working in a fast-paced environment with multiple projects on the go. The ability to manage and prioritize your projects effectively is critical.
- Exceptional attention to detail with a keen eye for spelling, grammar and syntax
- Comfortable leveraging AI prompts to create crisp, user-friendly documentation
- Ability to collaborate effectively with multiple stakeholders across the organization
- Excellent work ethic, tenacious, and resourceful
- Ability to be a self-starter is crucial, especially with learning new concepts and features
- Comfortable brainstorming ideas to organize growing volume of content
It’s a plus if you have:
- Technical experience with coding, Linux, desktop support, or HTML
- Experience with community and documentation platforms (examples: ReadMe.io, Discourse, Zendesk Help Center)
- Knowledge of adult learning principles
- Experience in instructional design
The base salary range for this position is 72,000 - 109,000 CAD. This role may also be eligible for bonus, commission, equity, and/or benefits.
Our base salary ranges are determined by role, level, and location. The range, which is subject to change based on primary work location, reflects the minimum and maximum base salary we expect to pay newly hired employees for the position. Within the range, we determine pay for an individual based on a number of factors including market location, job-related knowledge, skills/competencies and experience.
Your recruiter can share more about the specific offerings for this role, as well as the salary range for your primary work location during the hiring process.
If you are within a 50 mile radius of the Toronto office, it is required to come in two times per week, so you can thrive in your new role and fully embrace being a Dutonian!
