Technical Writer

We are looking for a Technical Writer to support our Workforce Experience Platform (WXP) by creating clear, user-friendly technical documentation for our knowledge base. This position focuses on translating complex software functionality into customer-facing content that enables partners, end-users, and support teams to effectively understand and use the platform.

In this role, you will work closely with Engineering, Product, and Operations teams to develop high-quality technical documentation.

Core Responsibilities

• Content Development & Delivery

• Develop customer-facing knowledge base articles, including high-level overviews, step-by-step technical guides, and advanced partner documentation for IT administrators.
• Distill complex technical software concepts into structured, user-friendly documentation tailored for both technical and non-technical audiences.
• Deliver high-quality documentation aligned with fast-paced product release timelines, ensuring new features are fully documented at launch.

• Cross-Functional Collaboration

• Partner with Engineering and Product teams to understand in-depth feature functionality, API behaviors, and complex technical requirements.
• Work closely with Operations and Support teams to ensure documentation addresses current customer pain points and process updates.

• Content Lifecycle & Quality Assurance

• Audit, update, and refine existing articles based on product iterations, bug fixes, and user feedback.
• Identify gaps in current documentation and proactively implement structural or content improvements.
• Collaborate with the broader writing team to maintain consistent tone, terminology, taxonomy, and formatting across all WXP knowledge bases.

Requirements (Must-Haves)

• Education: Bachelor’s degree (Bachillerato Universitario) in English, Technical Writing, Communications, Computer Science, Software Engineering, or a related field.
• Experience: Minimum of 2+ years of professional experience in technical writing, software documentation, or content development within the tech/SaaS industry.
• Language: Excellent written and verbal English communication skills (C1 level preferred), with a proven ability to write clear, concise, and grammatically precise technical content.
• Technical Aptitude: Strong capability to navigate complex software systems, enterprise platforms, or IT tools and explain them simply.
• Teamwork: Proven experience working alongside cross-functional teams (Engineering, Product Owners, and Support).

Preferred Qualifications (Nice-to-Haves)

• Tools: Experience managing knowledge base systems or CMS platforms such as Salesforce Knowledge, Document360, Confluence, Zendesk, or Git-based documentation workflows.
• Methodologies: Familiarity with Agile/Scrum development environments and software development life cycles (SDLC).
• Standards: Knowledge of documentation best practices, including Information Mapping, Markdown, or HTML/CSS basics.
• Background: Technical or technical-adjacent background (e.g., prior experience in IT support, systems administration, or SaaS environments).

Work Conditions

• Work Model: Hybrid.
• Location: AFZ, Heredia, Costa Rica.
• Schedule: Monday to Friday | Flexible shifts available: 7:00 AM - 4:00 PM, 8:00 AM - 5:00 PM, or 9:00 AM - 6:00 PM.