Technical Writer - Developer Education

Developer Technical Writers create critical how-to guides, API references, tutorials, product documentation, and other resources for Klaviyo developers on our developer portal. You will support documentation needs for our technical products like our APIs, SDKs, Napkin.io, and other developer tools.

Our mission is to enable our customers to grow their businesses through self-serve content, so you’ll be playing a foundational role in helping both Klaviyo and its customers achieve business goals.  

As a Technical Writer at Klaviyo, you’ll be part of a growing focus for Klaviyo where you will cultivate an understanding of our developer ecosystem and their needs. You’ll also learn how their businesses work inside and out and translate that into content that helps them grow.

A successful candidate has a strong background in technical customer success and understands how to translate complex concepts into digestible, easy-to-follow content. You know how to troubleshoot customer issues and generate solutions that allow customers to self-serve. 

You’ll be part of the Product Documentation team and report to Klaviyo’s Sr. Manager of Customer Education.

Here are some specific things you’ll do as a technical writer:

• Manage the end-to-end documentation process for feature releases. You’ll work closely with the Product team to prepare the documentation for all developer-focused feature launches, large and small. This may also require you to collaborate with other technical writers, engineers, product marketing, and more.
  
• Identify content gaps. Robust documentation is a key piece of enabling a great developer experience using Klaviyo. Hone your research and interview skills to identify documentation needs by working with internal and external stakeholders, and conducting independent data analysis.
  
• Publish content. Produce a variety of content, including but not limited to technical how-to articles, API descriptions, long-form tutorials, and videos to help our customers understand the business and product elements that can be brought together to bring them success.
  
• Monitor performance. You’ll work collaboratively with the Product Documentation team to understand how to measure the performance of our content—what’s resonating, what’s reducing support tickets, what has a high CSAT rating—and you’ll use data to help make recommendations about what content we should create.
  
  

Getting Started / Key Outcomes

In your first 30 days, you’ll have:

• Come up to speed on our audience, market, product, and company
• Spoken to at least 10 current customers and/or tech partners
• Created and published at least 1 net new article on the developer portal

Within 90 days, you’ll have:

• Mastered Klaviyo’s style guide
• Attended at least 1 Klaviyo-sponsored event (virtual or otherwise)
• Established a calendar and system for prioritizing the content you work on
• Contributed to the growth of our new developer portal

In the first year, you’ll have:

• Helped grow the base of customers using our developer resources
• Measurably reduced support tickets in your areas of ownership
• Achieved an average CSAT score of at least 65% on the content you published

About You

You bring a customer-first mindset to everything you do. You have excellent overall writing skills in a number of different styles/tones, and impeccable spelling and grammar. You have a passion for learning and an ability to take complex information and turn it into engaging, easy-to-understand instructions. You deeply enjoy helping customers achieve their business goals by creating content that makes an impact. You are fluent in software/technology, have experience using an online CMS, and experience writing API documentation. Experience with Python, Javascript, Git/GitHub and Markdown is a plus.