Technical Writer, Customer Programs

Job Description

The Technical Writer, Customer Programs is a part of the Technical Account Manager team, and focuses on creating the content to enable our customer digital journey, while also contributing to Gitlab docs and blog posts to ensure the how-to learnings shared across our team are memorialized for our customer to benefit.Technical Writer, Customer Programs The Technical Writer, Customer Programs reports to the Director of Technical Account Managers .Job Grade The Technical Writer, Customer Programs is a grade 6 .Responsibilities

• Create onboarding and enablement content required to deliver digital content supporting GitLabs digital journey and respective engagement methods
  • Work with the Program Manager, Customer Programs to iterate on content based on open rates, click through rates, survey results and product analytics to continuously improve the efficacy of the program
  • Work with the TAM Managers with a particular focus on the commercial and SMB to ensure understanding of common customer challenges and required outcomes
• Continuously improve GitLab s documentation content in collaboration with Product, Engineering and Marketing teams
  • Produce or curate content for how-to on using GitLab features, including contextual content that clarifies why and when a user might use a feature or workflow
  • Review enablement conversation and learnings that are documented in internal channels, such as Slack, and convert content into customer-facing documentation in docs, blog posts, or digital journey content
  • Identify and address content gaps or the need for additional media such as diagrams or videos
  • Participate in reviews and revamps of section or page content and structure
  • Help review and triage incoming suggestions, corrections, and other content from the technical account management team, and from our customer base
• Contribute to the improvement of Gitlab writing team process and style, as well as cross-functional efforts
  • Act as a reviewer and contributor to GitLab s Handbook
  • Work with and contribute to the documentation Style Guide and documentation process guides
  • Collaborate with and help improve upon collaborative processes with others including product managers, Support, Marketing, Engineering, and the wider GitLab community

Requirements

• Experience writing, editing, researching, and planning technical documentation
• Excellent skills in grammar, minimalist documentation design, and effective information architecture
• Great teaching skills that translate into amazing written work
• Experience writing documentation for technical products
• Experience with HTML/CSS, static site generators, and managing docs as code
• Using or documenting software development tools, prefered
• Linux command line, Git, and/or programming languages, prefered
• Software development methodologies like agile and DevOps, prefered
• Ability to work in fast-paced, rapidly scaling start-up environment
• Highly organized; able to triage and prioritize numerous issues and projects
• Able to succeed in a remote, globally distributed work environment
• Ability to use GitLab and willing to work with Git and GitLab whenever possible
• You share our values, and work in accordance with those values
• Experience with workflows and tooling used by engineering, operations, product teams

Performance Indicators

• Time-to-Value KPIs
• Net Retention
• Retention, Gross & Net
• Reason for Churn/Expansion, Dollar Weighted

Career Ladder The Customer Programs Job Family would flow into the Technical Account Managers job family.Hiring Process Candidates for this position can expect the hiring process to follow the order below. Please keep in mind that candidates can be declined from the position at any stage of the process.

• Qualified candidates will be invited to schedule a 30 minute screening call with one of our Global Recruiters,
• Next, candidates will complete an Assessment,
• Next, candidates will interview with 2-4 GitLab team members and the hiring manager,
• Then, candidates will be asked to perform a demonstration,
• Finally, candidates may be asked to complete a final interview with our leadership team.

Additional details about our process can be found on our hiring page .About GitLabGitLab Inc. is a company based on the GitLab open-source project. GitLab is a community project to which over 2,200 people worldwide have contributed. We are an active participant in this community, trying to serve its needs and lead by example. We have one vision : everyone can contribute to all digital content, and our mission is to change all creative work from read-only to read-write so that everyone can contribute.We value results, transparency, sharing, freedom, efficiency, self-learning , frugality, collaboration, directness, kindness, diversity, inclusion and belonging, boring solutions, and quirkiness. If these values match your personality, work ethic, and personal goals, we encourage you to visit our primer to learn more. Open source is our culture, our way of life, our story, and what makes us truly unique.Top 10 reasons to work for GitLab:

1. Work with helpful, kind, motivated, and talented people.
2. Work remote so you have no commute and are free to travel and move.
3. Have flexible work hours so you are there for other people and free to plan the day how you like.
4. Everyone works remote, but you dont feel remote. We dont have a head office, so youre not in a satellite office.
5. Work on open source software so you can interact with a large community and can show your work.
6. Work on a product you use every day: we drink our own wine.
7. Work on a product used by lots of people that care about what you do.
8. As a company we contribute more than we take, most of our work is released as the open source GitLab CE.
9. Focused on results, not on long hours, so that you can have a life and dont burn out.
10. Open internal processes: know what youre getting in to and be assured were thoughtful and effective.

See our culture page for more!,

Keyskills :
editingdocumentationcontent managementmicrosoft wordcustomer relationsopen source softwaresoftware development toolsopen sourcecreative workdigital contentaudio masteringdevelopment tools