The Technical Writing Team creates documentation and UI copy that educates Pendo users on all features, functionality, and best practices. The team’s key responsibilities are to keep our Help Center and UI copy accurate and up to date.
Technical writers work closely with product managers, engineers, product marketers, and customer-facing teams to establish content needs and align deliverables to release dates and functional goals. Organizationally, the team resides in the Design, Experience, and Research team (DXR) within Product.This role is based in our Raleigh office, and primarily supports product teams on the US East Coast. Occasionally, this role will support product teams in the United Kingdom and Israel time zones.Note: We’re open to candidates with no formal technical writing experience who bring experience in adjacent fields, such as technical support, customer education, content marketing, enablement, engineering, and more.
In your cover letter, please describe how the work you did in your previous role connects to the qualifications for this role, and link to relevant writing samples from that role.
Responsibilities
- Write, edit, and publish documentation in the Help Center in accordance with our writing standards.
- Write and revise UI copy for features and products as part of the product development cycle.
- Review feedback and take action to address areas of improvement by correcting content, adding details, and reorganizing information as needed.
- Collaborate with subject-matter experts, including product managers and engineers, to gather information, confirm accuracy, and prioritize documentation and UI copy requests.
- Cultivate a deep understanding of our products and services, and apply this knowledge to their work.
- Proactively update the information architecture for their product areas as their documentation set grows and changes (determine what to keep, update, move, etc).
- Stay up to date on best practices and trends in the technical writing and UX writing industry to uplevel the expertise of the team.
Minimum Qualifications
- 1+ years of experience creating and managing complex customer-facing content, ideally for two or more product areas.
- Ability to break down complex topics and large amounts of information into clear, concise, and useful help articles and UI copy.
- Proficient project and time management skills, with particular strengths in being forward-thinking, setting expectations, and executing on a plan.
- Proficient interdepartmental communication and relationship-building skills.
- Thrives in a dynamic agile environment; can quickly adapt to new processes and shifts in priorities.
- A demonstrated “learning by doing” approach to your work—you’re curious to delve in and play around with a product or service to learn how it really works.
- An AI-forward mindset: comfortable adopting AI tools and integrating them into your workflows.
- Please send 2-3 samples of your writing. We accept various types, such as help center articles, developer guides, user interface copy, promotional content, customer support messages, online forum postings, video narratives, or educational material. Your examples should show your ability to make complex ideas easy to understand.
Preferred Qualifications
- Fluency/comfort with all or any of the following: Jira, Zendesk, Confluence, Miro, and Figma.
- Experience leveraging AI tools as part of your content creation workflow, such as ChatGPT, Claude, Writer, or any others.
- Experience using Pendo.
- Experience writing installation or integration content for web or mobile apps.
- Coding experience or certification(s).
- Experience creating and managing API or developer documentation.
- BA/BS or higher in English, Communications, Journalism, Computer Science, or related fields.
What to expect if selected to enter the interview process:
- A preliminary recruiting phone call
- A video interview with the hiring manager
- A virtual onsite consisting of a live copy critique with the technical writing team, plus 1:1s with two members of teams you’ll collaborate closely with in the role
- A final interview in our Raleigh office
Pendo Description:
Pendo was founded in 2013 by former product managers, who combined their heads and hearts to build something they wanted but never had as product managers -- a simple way to understand and attack what truly drives product success. Our mission is to improve society's experience with software.Come join one of the fastest-growing startups, supported by best-in-class institutions like Battery Ventures, Salesforce Ventures, Spark Capital and Meritech. You will gain experience in a diverse and exciting set of technologies and clients and have a real impact on Pendo's future.
Our culture is passionate, dynamic, and fun.
EEOC
We are an equal opportunity employer and believe having diverse teams where everyone brings their whole self to Pendo is key to our success. We welcome all people of different backgrounds, experiences, abilities and perspectives.
Accessibility
Pendo is committed to working with, and providing access and reasonable accommodation to, applicants with mental and/or physical disabilities. If you think you may require accommodation(s) for any part of the recruitment process, please send a request to: accommodation@pendo.io. All requests for accommodations are treated discreetly and confidentially, as practical and permitted by law.
Compensation
Our salary ranges are based on paying competitively for our size and industry, and are one part of many compensation, benefits and other reward opportunities we provide.The expected salary range for this role to be performed in: Raleigh, NC - USD $70,000 - $75,000Individual pay rate decisions, including offers made within and over the expected salary range, are based on a number of factors, including qualifications for the role, experience level, skillset, and balancing internal equity relative to peers at the company.#LI-SC1
