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About the role
Key responsibilities & impact- Remove obstacles to self-implementation and self-support for complex customer businesses by designing and writing cross-cutting enablement documentation.
- Write for enterprise customer technical leadership and support teams, producing implementation guides, architecture overviews, integration patterns, and best practices.
- Use research, interviews, and collaboration with Toast customer-facing teams to understand business objectives, pain points, and implementation barriers.
- Build and implement AI documentation generation infrastructure, establish evaluation frameworks to verify content quality, and advocate for AI tool adoption to accelerate discovery and shape how we document at scale.
- Collaborate as a strategic leader in developing documentation practice, focused on business enablement writing and AI-driven product documentation infrastructure.
- Cover multiple product functionality areas as a domain expert, using AI tooling for routine documentation updates and focusing your writing on strategic enablement content.
- Partner with peer product development leaders to incorporate documentation requirements into product development planning from the start.
- Test complex technical features, write and validate code examples, and advocate for enterprise developer experience.
- Measure and communicate documentation impact on enterprise customer implementation time, support ticket volume, and adoption metrics.
- Mentor technical writers in adopting AI tools, balancing strategic thinking with execution, and establishing documentation quality standards.
Requirements
What you’ll need- 8+ years of technical writing experience for enterprise products, with demonstrated ownership of major documentation domains or platforms.
- Deep expertise in developer documentation: REST APIs, OpenAPI/Swagger, authentication protocols, integration patterns, webhooks, data models.
- Experience writing for technical decision-makers (engineering leaders, CTOs, enterprise architects) and complex implementation scenarios.
- Proven ability to design cross-cutting documentation strategies that solve problems affecting multiple audiences (developers, integrators, support teams, customers), with effective management of ambiguity in problem definition.
- Hands-on experience with AI documentation tools or demonstrated ability to evaluate AI-generated content for accuracy, completeness, and usefulness.
- Strong technical fluency: comfortable testing APIs, writing code examples, understanding system architecture, and partnering with engineering teams as a technical peer.
- Demonstrated expertise in information architecture for complex product ecosystems—designing maintainable documentation structures.
- Strong systems thinking: ability to balance short-term documentation delivery with long-term architectural integrity and scalability.
- Excellent stakeholder management and ability to influence product development teams to include product information and communication as part of the definition of done.
Benefits
Comp & perks- Competitive compensation and benefits programs
- Health insurance
- Retirement plans
- Paid time off
- Flexible work arrangements
- Professional development opportunities
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
technical writingdeveloper documentationREST APIsOpenAPIauthentication protocolsintegration patternswebhooksdata modelsinformation architectureAI documentation tools
Soft Skills
stakeholder managementstrategic thinkingmentoringcollaborationcommunicationproblem-solvinginfluencingbalancing ambiguityexecutionsystems thinking