Eleven Eleven

Technical Writer

Eleven Eleven

full-time

Posted on:

Location Type: Remote

Location: United States

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About the role

  • Own the end-to-end structure, content quality, and taxonomy of the Zendesk-powered Knowledge Base
  • Develop content strategy and maintain standards for content governance, tagging, and lifecycle management
  • Optimize content based on usage data, feedback loops, and team input
  • Create and maintain user guides, onboarding flows, troubleshooting content, and API documentation
  • Write UI microcopy (labels, messages, help text) in collaboration with Product and UX
  • Translate technical implementation details into accessible language for both technical and non-technical audiences
  • Draft clear, concise release notes in partnership with Product and Engineering
  • Own and operate the DDL process, tightly integrated with Jira workflows and agile sprint cycles
  • Ensure documentation is treated as a release gate for major initiatives and is published on schedule for all features
  • Support 5 Product Managers with ongoing documentation needs across Hospitality and MDU lines of business

Requirements

  • 3+ years of experience as a Technical Writer in a SaaS, platform, or networking context
  • Proven ownership of a customer-facing Knowledge Base (Zendesk experience required)
  • Strong understanding of agile development and documentation workflows embedded in sprint-based delivery
  • Familiarity with networking/Wi-Fi terminology and enterprise connectivity workflows is a plus
  • Demonstrated ability to manage multiple streams of work and collaborate across teams
  • Excellent writing, editing, and information architecture skills
Benefits
  • Fully remote (U.S.-based); no travel required
  • Standard office collaboration tools and flexible hours within core working windows
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
technical writingcontent strategycontent governanceAPI documentationUI microcopyrelease notesdocumentation workflowsinformation architectureagile developmenttagging
Soft Skills
collaborationwritingeditingcommunicationorganizationfeedback managementproblem-solvingattention to detailtime managementadaptability