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• Audit existing SOPs on a regular cadence to catch outdated steps, process drift, and gaps introduced by product or system changes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 :

• 5-10 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)