Technical Writer

Team Overview

The Wrike Self Service team is a small, global team based in our Enablement department. We focus on equipping our customers with easily accessible self-service resources, in various formats, tailored to their unique journey in using Wrike. Our goal is to empower customers to resolve issues independently and enhance their product usage experience, contributing to their success and, in turn, Wrike's growth.

Job Scope and Accountabilities:

• Creating, publishing and maintaining high-quality external documentation for Wrike's end users.
• Collaborating with the wider Education, Product, Marketing, Localization, and other cross-functional teams to provide users with accurate and comprehensive documentation.
• Making technical language accessible for our users and delivering content in the language appropriate for relevant audiences.
• Assisting with the publishing of internal and external release notes to the wider business and users respectively.
• Analyzing the performance of our Help Center and contributing to/suggesting improvements and optimizations.
• Reviewing existing and new documentation to maintain continuity of style and accuracy of information.
• Working with our tools (Zendesk/Paligo etc.) to manage and deliver content to our audiences.
• Contributing to wider business goals and initiatives.

Experience Requirements 

• Excellent writing skills and tone
• 4+ years experience in copywriting and content review
• 4+ years of prioritization and planning skills (e.g. using agile methodologies, managing backlogs and incoming requests) 
• 4+ years of analytical skills (e.g. reviewing data, solution-oriented, recommendations on how to improve performance metrics based on data findings) 
• Experience creating customer-facing documents from scratch
• Exceptional communication skills and ability to provide information about technically complex concepts in simple words

Desirable Skills 

• Experience working with image/video editing tools 
• Knowledge of Zendesk Guide/Paligo
• Experience working in a SaaS (Software-as-a-Service) environment

Interpersonal Skills

• Great people skills: genuine, warm, positive, engaging, connects well with people, friendly, empathic, shows tact and poise under pressure when dealing with difficult interpersonal situations, and a high degree of patience.
• Outstanding verbal and written communication skills.
• Critical thinker, generally curious—a true problem solver
• Passionate about learning and improving every day, and motivated to excel
• Open to feedback; coachable
• Strong team player
• Self-starter with strong ownership skills, willing to go above and beyond the job description
• Creative and innovative

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