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Technical writer

Persona  San Francisco, California, United States 13 Jul 2022

Job Description

This is a highly cross-functional role. You will work closely with Solutions Engineering, Customer Experience, Product, and Marketing to collect and synthesize a wide range of information into clear knowledge base articles.

At Persona, we’re building the first universal and comprehensive identity infrastructure to help businesses of all sizes better serve and protect their customers’ identities.

Our identity platform enables businesses to securely collect and manage their customers’ personal information, to verify that their customers’ are who they say they are, to analyze and detect fraud and abuse, and to pull sensitive reports about their customers in a privacy-centric way. In a world where consumer behaviors are changing and privacy and identity are taking on a new meaning, we want to help businesses find their superpowers and do it while putting their customers, the people, first.

Here at Persona, we believe that knowledge is power and we want to empower our customers. As a Technical Writer, you will be creating the documentation that allows our customers to confidently use Persona to solve challenges.

Your day-to-day will include creating public and internal documentation, working to improve our Help Center, creating templates that allow us to scale documentation creation, updating internal documentation for external audiences, and helping shape Persona’s Support voice.

This is a highly cross-functional role. You will work closely with Solutions Engineering, Customer Experience, Product, and Marketing to collect and synthesize a wide range of information into clear knowledge base articles.

What You’ll Achieve

  • Write and maintain documentation, tutorials, and guides to improve the customer experience and scale support
  • Work with Customer Experience to understand where deflection to documentation working, and build on that success
  • Understand Persona’s product and platform, with support from cross-functional teams in order to write clear, accurate, and detailed documentation
  • Learn about surface trends in customer issues to prioritize scalable resources and documentation updates
  • Engage with Product and Engineering teams to incorporate our roadmap into new or updated documentation
  • Trial other forms of documentation (webinars, in-product resources, etc), and monitor effectiveness

What You’ll Bring To Persona

  • 2+ years of experience in technical writing that requires deep product knowledge, ideally a technical and complex product at a SaaS company
  • You have fantastic writing and verbal communication skills, with an emphasis on clarity
  • You can effectively communicate complex issues to both technical and non-technical audiences
  • An understanding of, or a willingness to learn about, technical concepts including APIs and SDKs, etc
  • You have strong attention to detail and are extremely organized
  • You have strong customer empathy and are excited to become an expert on Persona’s product
  • You enjoy coordinating and collaborating with internal stakeholders to meet business goals
  • Experience with Zendesk, JIRA, and Slack is a plus
  • You have a growth mindset – you enjoy learning, navigating ambiguity, being flexible in your thinking, and are excited to be a great teammate!

At Persona, we strive to put diversity and inclusion at the forefront of everything we do, reflecting our core values. Our DEI Employee Resource Group seeks to build a diverse and inclusive team that fosters an environment where each Personerd feels empowered to bring their unique differences to work and achieve their full innovative potential. Our hope is that by fostering such an environment, we strengthen our business and relationships by putting people first.

We strive to promote a culture that celebrates diversity and inclusiveness regardless of, but not limited to, race, gender, sexual orientation, family status, religion, ethnicity, national origin, physical disability, veteran status, or age.

If you’d like to better understand what it’s like working at Persona, feel free to check out our reviews on Glassdoor.

https://jobs.lever.co/persona/f2fb0337-8208-43ea-87d7-771496d7f365/apply

16 days

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