Job Description
About the Role :

We're looking for a Technical Writer, Operations to own the documentation that keeps our internal teams running smoothly. This role sits at the intersection of process, systems, and people - turning "how we do things here" knowledge into clear SOPs, workflows, and runbook that reduce ramp-up time, cut down on repeat questions, and keep operations consistent as we scale. You'll work closely with technical account management, support, operations, and engineering to document processes end-to-end.

What You'll Do :

• Write and maintain Standard Operating Procedures (SOPs), runbook, and process playbooks for technical account management, support, onboarding, sales, and customer success teams
• Document internal workflows end-to-end, including escalation paths, team hand-offs, and decision points
• Partner with process owners and subject matter experts to capture undocumented tribal knowledge and turn it into repeatable procedures
• Maintain platform and integration documentation supporting internal operations (setup steps, configuration references, troubleshooting guides)
• Audit existing SOPs on a regular cadence to catch outdated steps, process drift, and gaps introduced by product or system changes
• Standardize documentation formats and templates so SOPs are consistent, scalable, and easy to follow under time pressure
• Organize documentation in a central knowledge base or wiki with clear ownership, versioning, and review cycles
• Turn SOPs into structured training material to support new-hire onboarding
• Work with operations leads to identify where missing or unclear documentation is causing errors, delays, or inconsistent outcomes
• Track documentation health (coverage, staleness, usage) and report gaps to stakeholders

Requirements

Must have :

• 5-7 years of experience in technical writing, process documentation, or operations-focused roles within a SaaS, software, or technology environment
• Demonstrated experience writing SOPs, runbook, or playbooks for operations, account management, or support teams
• Experience documenting software platforms and integrations well enough to translate them into operational procedures
• Strong ability to interview subject matter experts and convert verbal or ad-hoc processes into structured, repeatable documentation
• Excellent writing, editing, and proofreading skills, with close attention to sequencing, accuracy, and edge cases
• Comfort mapping workflows and cross-team hand-offs (flowcharts, swim lanes, or similar) to clarify process ownership
• Familiarity with documentation and knowledge base tools (e.g., Confluence, Notion, HubSpot, or similar)
• Strong organizational skills, with the ability to manage and prioritize documentation across multiple ops workstreams
• Comfort working cross-functionally with engineering, product, TAM, and support teams - including across time zones with global teams
• Bachelor's degree in English, Communications, Business, Engineering, or a related field (or equivalent practical experience)
• A self-starter who thrives in a fast-paced startup environment and can jump in, observe, and test processes independently

Nice to have :

• Familiarity with Property Technology (PropTech), RUBS (Ratio Utility Billing System), or utility billing processes
• Experience with process improvement or operational excellence frameworks (e.g., Lean, Six Sigma, or similar)
• Familiarity with workflow/process mapping tools (e.g., Lucidchart, Miro, Visio)
• Prior experience embedded within or directly supporting a Technical Account Management (TAM), Support, or Operations team
• Experience with basic APIs, webhooks, or system integrations
• Experience tracking documentation metrics or running periodic SOP audits

Night Shift : 6:30 PM to 3:30 PM

Benefits

• 5 Days Working
• One Complimentary Meal per Day
• Internet Reimbursement
• Gym Reimbursement
• Group Medical Insurance
• Mental Health support benefits
• Relocation Assistance (if Applicable)