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Technical Writer

Arlo Technologies, Inc. San Jose, CA
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Job description

The Technical Writer will be responsible for creating and revising support content for Arlo’s products including virtual assistant responses, knowledge base articles (KBAs), and other content required to provide answers and solutions for Arlo's customers. They will develop materials for both external use by consumers as well as internal use by customer support agents and internal teams. They will work with our international translation agency to ensure appropriate level of localization as needed. They will collaborate with cross-functional teams around the globe. The ideal candidate needs technical copywriting experience communicating product or service features into easy-to-understand benefits to the customer.

Essential Duties and Responsibilities:

  • Create new chatbot content for products and features added to Arlo's product line; update existing chatbot content for accuracy and to improve helpfulness.
  • Design and improve the structure of external and internal chatbot content.
  • Analyze chatbot content for improvements based on volume, helpfulness, and other criteria.
  • Create, update, and configure guided assistant content for both internal and external use.
  • Write and edit technical knowledge base articles.
  • Meet with engineers, marketing, programmers, and product managers to learn about specific products or processes.
  • Research product samples to fully understand the product.
  • Assess the audience needs for whom the technical and procedural content is intended; adjust tone and technical terms used to meet those needs and to ensure understanding.
  • Gather feedback from internal cross-functional teams to improve technical documents.
  • Provide proofreading and editing support to various cross-functional teams.
  • Develop an understanding of the features and benefits of the entire Arlo product mix.
  • Perform other related duties as assigned.

Education and Experience:

  • Bachelor’s degree in Technical Writing, Computer Science, or related field, or equivalent experience.
  • Three years of related experience is required.
  • Experience in content creation or design of virtual assistants or chatbots.
  • Experience in professional writing for the consumer electronics industry, including technical writing, copywriting, B2C writing, or social media writing.
  • Experience in technical or customer support.
  • Demonstrated success working with sales, product, engineers, customer service and marketing teams.

Skills Required:

  • Excellent verbal and written communication skills.
  • Excellent writing and grammatical skills.
  • Excellent organizational skills and attention to detail.
  • Ability to present complex instructions in a consumer-friendly manner.
  • Ability to meet deadlines and work independently.
  • Ability to edit and proofread the work of colleagues and provide constructive feedback.
  • Proficient with Microsoft Office Suite, Agile, Jira, and other related software

Studies have shown that candidates from certain underrepresented communities may be less likely to apply for jobs unless they believe they meet every single one of the qualifications as described in a job description. We are committed to building a diverse and inclusive company and we are most interested in finding the BEST candidate for the job. That candidate may be one who comes from a less traditional background, and that’s okay. We would strongly encourage you to apply, even if you don't believe you meet every one of the qualifications described. We may work with candidates, as appropriate, to ensure they develop additional skills as necessary to fulfill the essential functions of the job.

Arlo is proud to be an equal opportunity employer. We value diversity and inclusion and are committed to a diverse, inclusive, and harassment-free workplace. We prohibit discrimination and harassment based on age, race, color, national origin, gender, gender identity, sexual orientation, pregnancy, religion, disability, veteran status, or any other legally protected status in all hiring and employment. We provide reasonable accommodations to applicants and employees with disabilities, who are pregnant, or who have sincerely held religious beliefs, observances, and practices. Pursuant to applicable state and municipal Fair Chance Laws and Ordinances, the Company will consider for employment qualified applicants with arrest and conviction records. 

For U.S. applicants only: The pay range for this position reflects the minimum and maximum target for new hire salaries at the commencement of employment and is expected to be between $54,000 - $85,000/year. However, the base pay offered may vary depending on multiple factors, including location, role, job-related knowledge, skills, relevant education and experience. The total compensation package for this position may also include other elements, including bonus, equity, and a full range of benefits. Details of all benefits will be provided if an employee receives an offer of employment.

Salary range USD $54k to $85k annual
Date posted 20th March 2023
Commitment Full-Time
Place of work Remote (United States)
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