Manager, Technical Writing

Team Description 

Customer Education at Pendo includes product documentation, training available on Pendo Academy, user groups, and our discussion forums. We’re currently looking to fill a manager of technical writing position. This is a player/coach role; the manager will lead the team while also being responsible for the doc set of one or more product areas. The ideal candidate is an experienced technical writer, supportive people manager, strong multi-tasker, and skilled editor. The role reports to the Senior Director of Customer Education.

The Technical Writing team is responsible for keeping Knowledge Base articles current and accurate, and collaborating with Engineering and Support to maintain developer documentation. Each team member is assigned to areas of the product, for which they maintain the doc sets, writing articles for releases, UX microcopy, and release notes. 

Role Responsibilities 

• Lead a global team of strong technical writers who document Pendo products for users, administrators, and developers (currently 3 people in Raleigh, Israel, and UK).
• Work with the team to build and refine processes to ensure product documentation is complete, accurate, and accessible.
• Own and maintain doc sets as a writer (including writing articles, release notes, and so on). 
• Assess documentation performance and leverage data-based insights to improve content, address quality issues, and accessibility needs.
• Build and maintain strong relationships with colleagues across the company and partner with them on improving product documentation. 
• Manage key performance indicators to track progress of key metrics and goals.
• Hire, onboard, and develop new team members.

Minimum Qualifications

• 6+ years experience as a technical writer, working autonomously on two or more doc sets
• 2+ years of experience managing a team of writers
• 2+ years of experience independently driving technical documentation projects
• Experience selecting the software/tools used by a technical writing team
• Experience partnering with R&D leaders to establish priorities, strategy, and communicate regular updates on documentation initiatives
• Experience defining, measuring, and being accountable for key metrics and performance indicators around the effectiveness of documentation
• Outstanding time management skills, with ability to handle multiple management tasks and writing assignments simultaneously
• Strong interdepartmental communication and relationship-building skills
• Thrives in a fast-paced environment; can quickly adapt to new technologies and frequent shifts in priorities

Preferred Qualifications 

• BS/BA degree in Technical Communication or a related discipline
• Proficiency with HTML/CSS
• UX writing experience
• Experience driving documentation strategy, tool selection, and content currency for API or developer documentation
• Experience writing code
• Pendo experience 

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 tackle what truly drives product success. Our core purpose is to elevate the world’s experience with software.

Come join a fast-growing startup, supported by Battery Ventures, Spark Capital, Meritech, and Sapphire Ventures. You’ll work with committed colleagues who live our core values and partner well day in and day out to solve hard problems. 

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 an accommodation for any part of the recruitment process, please send a request to: [email protected]. 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: $100,000 - $125,000
• San Francisco, CA: $115,000 - $151,000
• New York, NY: $105,000 - $131,000
• Sheffield, UK: £52,000 - £68,000

Individual 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.