Who we are
We're a leading, global security authority that's disrupting our own category. Our encryption is trusted by the major ecommerce brands, the world's largest companies, the major cloud providers, entire country financial systems, entire internets of things and even down to the little things like surgically embedded pacemakers. We help companies put trust - an abstract idea - to work. That's digital trust for the real world.
Job summary
We’re looking for a Staff Technical Writer to lead strategic documentation efforts and elevate the end-to-end content experience across our products. You’ll define content strategy, drive documentation quality, and partner closely with engineering, product, and UX teams to build user-centered content. You’ll also mentor writers, shape content systems and processes, and ensure our documentation scales with our platform and customer needs.
You are a strategic, staff-level technical content leader who can own end-to-end user documentation and UX content strategy for complex products. You excel at driving large-scale, cross-functional initiatives, establishing content standards, and shaping processes that elevate documentation quality across the organization. You think beyond individual features - you design frameworks, systems, and architectures that scale.
You are a subject matter expert in both content strategy and technical domains, with the ability to advise product, engineering, and UX partners. You’re proactive, data-driven, and user-centric, anticipating customer needs and translating them into clear, solution-focused content experiences. Your communication style is collaborative, confident, and influential, and you mentor other writers to raise the quality bar across the team.
What you will do
- Lead high-impact documentation and UX content initiatives for our products, ensuring content quality, consistency, and alignment with platform and product goals.
- Define and evolve content strategy, information architecture, and content standards, contributing to broader team-wide frameworks and best practices.
- Drive cross-functional collaboration with Engineering, Product Management, UX Design, and UX Content to ensure that content reflects product vision, customer needs, and usability principles.
- Mentor and guide senior and junior writers, offer structural and strategic feedback, and help teams deliver clear, accurate, and user-centric documentation.
- Lead process innovations and workflow improvements that increase efficiency, scalability, and content quality across the documentation lifecycle.
- Use analytics, customer insights, and feedback loops to evaluate content effectiveness, identify gaps, and refine strategy and execution.
- Architect new IA and content systems for products; build scalable, reusable structures and integrate tooling such as Pendo to enable context-sensitive help and onboarding paths.
- Serve as a subject matter expert, advising product teams on documentation strategy, usability issues, gaps in functionality, and opportunities to improve customer outcomes.
- Identify and evaluate tools and technologies, contributing to CMS, workflow, and automation strategies that enhance the UX Content team’s effectiveness.
- Plan and manage complex, multi-team projects, driving alignment, negotiating timelines, and ensuring timely delivery of high-quality content.
- Champion a user-first content approach, ensuring that all documentation is solution-focused, easy to find, easy to understand, and aligned to customer goals.
What you will have
- 7+ years of technical writing experience, including leading documentation for complex software products.
- Demonstrated experience shaping content strategy, IA, processes, and standards at a team or organizational level.
- Proven ability to work closely with engineering, architects, and developers and translate highly technical concepts into clear, accessible content.
- Strong leadership skills: mentoring writers, guiding cross-functional teams, driving decisions, and influencing at all levels of the organization.
- Deep understanding of content architecture, content lifecycle management, and scalable documentation systems.
- Strong understanding of how technical content and UI messaging affect usability and the user's experience, with a proven track record in applying user personas and gathering user feedback to improve content.
- Experience defining and measuring content effectiveness through metrics, analytics, user insights, and feedback loops.
- Advanced research skills with the ability to synthesize information from multiple sources, interview SMEs, and connect product functionality to user goals.
- Expertise with Confluence, Jira, GitLab, CMS platforms, and modern documentation tools; ability to recommend and evaluate new tools and integrations.
- Experience with Pendo (or similar tools) for user onboarding and context-sensitive help.
- Experience documenting APIs or developer workflows is a plus.
- Strong communication skills, including presenting ideas, guiding discussions, and advocating for user-centered content solutions.
Benefits
- Generous time off policies
- Top shelf benefits
- Education, wellness and lifestyle support
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