Principal Technical Writer

Role overview Set the direction for digital support content across an end-to-end self-serve ecosystem, from knowledge-base articles and in-product help to chatbot flows and support videos. The principal-level role blends content strategy, UX writing, and documentation infrastructure to help customers succeed independently at scale.

Responsibilities - Produce clear, accurate, and timely online support content in English, including personalised in-product help tailored to user role and journey - Define and evolve a documentation strategy across multiple product lines, designing scalable frameworks for content delivery - Use analytics and cross-functional input to prioritise, track, and measure improvements across the support centre - Design a frictionless handoff between online self-serve and live support through metadata strategy and content channeling - Develop shared editorial resources such as style guides, process documentation, and UI messaging including error states and tooltips - Apply search technology expertise (metadata, keyword optimisation, indexing, ranking) to improve content findability - Use AI tools to identify gaps, refine drafts, and scale quality improvements across the content library - Coordinate translations to support global expansion and shape interactive experiences through a chatbot program

Requirements - Proven experience with DITA XML authoring, including fluency with the DITA authoring language and related toolchains - Demonstrated ability to define and execute documentation strategy across multiple product lines - Strong understanding of search technologies, including indexing, ranking signals, metadata structures, and taxonomy design - Fluency using AI tools to identify content gaps, generate and refine drafts, and improve quality at scale - Experience with content delivery tools and components spanning identity services, developer documentation, third-party integrations, and APIs - Comfort working in an Agile environment, managing competing priorities on a fast-paced, distributed team

Nice to have - Familiarity with localization processes and translation coordination - Experience with chatbot platforms or interactive content delivery - Working knowledge of XML/HTML and a range of CMS and publishing platforms

Benefits and work setup - Remote-first culture with flexible paid time off, including quarterly self-care days and volunteer days - Parental leave and comprehensive health coverage for employees and dependents - Home office setup support plus an ongoing remote work stipend - Annual learning stipend, peer-to-peer recognition, and an Employee Assistance Program - Free product account covering family members, plus short-term or remote-centric work arrangements