Total Expert

Senior Product Documentation, Knowledge Systems Manager

Total Expert

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $110,000 - $125,000 per year

Job Level

Senior

About the role

  • Partner with Product, UX, Engineering, and Support to deeply understand features, workflows, and customer pain points, embedding documentation into the product development lifecycle, not after release.
  • Own the strategy, structure, and execution of Total Expert’s documentation ecosystem, including user guides, in-product help, release notes, internal enablement materials, and knowledge base content.
  • Design and maintain scalable documentation systems, templates, and content standards that support rapid iteration and platform growth.
  • Leverage AI tools and automation to accelerate content creation, updates, and reuse (e.g., generating drafts from PRDs, Jira tickets, or specs; summarizing changes; maintaining consistency).
  • Ensure documentation is clear, actionable, and aligned with user mental models, working closely with UX to support onboarding, discoverability, and in-product education patterns.
  • Establish feedback loops with Customer Support, CS, and internal teams to continuously identify documentation gaps and opportunities for improvement.
  • Measure documentation effectiveness using qualitative feedback and quantitative signals (support deflection, search success, adoption indicators).
  • Collaborate with Product Marketing to ensure documentation aligns with launches, positioning, and customer-facing narratives.
  • Champion high standards for clarity, accuracy, accessibility, and governance across all documentation efforts.
  • Serve as the functional owner of Pendo and in-product guidance strategy, partnering cross-functionally to deliver scalable onboarding, contextual documentation, and adoption insights across the platform.

Requirements

  • 5+ years of experience in product documentation, technical writing, content design, or knowledge management within SaaS or complex platforms.
  • Applied systems thinking to content strategy, emphasizing information architecture, modular content, reuse, and governance rather than isolated page-level solutions.
  • Hands-on experience using AI tools to improve documentation quality, speed, and scalability.
  • Write clearly and precisely for multiple audiences, from individual loan officers to enterprise admins.
  • Comfortable working cross-functionally and influencing outcomes without formal authority.
  • Proactively seek feedback, iterate quickly, and adapt documentation based on real user behavior and needs.
  • Energized by change and excited to help modernize how documentation supports product adoption and scale.
  • See documentation as a strategic lever not a downstream task.
Benefits
  • Medical
  • Dental
  • Vision
  • HSA (Health Savings Account)
  • FSA (Flexible Spending Accounts)
  • company paid Life Insurance
  • Short-Term Disability
  • Long-Term Disability
  • Flexible Time-Off (FTO)
  • Paid Parental Leave
  • 401(k) with employer match
Applicant Tracking System Keywords

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

Hard Skills & Tools
product documentationtechnical writingcontent designknowledge managementinformation architecturemodular contentdocumentation effectiveness measurementcontent strategyAI toolsscalable documentation systems
Soft Skills
cross-functional collaborationinfluencing outcomesproactive feedback seekingiterationadaptabilityclarity in writingstrategic thinkingcustomer focuschange managementcommunication