Technical Writer Jobs

By writing useful, informative and concise support articles and organizing them in a logical manner, you ensure that our Customer Support, Product Development, Training, and Marketing teams have precise documentation at hand to assist customers in need of help. Your content will also be served to clients by our support and sales chatbots when clients are looking for information after hours.

**This role is a full-time ONSITE position in Pleasanton, CA**

Perks:

• Tuition reimbursement program
• On-site fitness center
• Work/Life & EAP services
• Healthcare, dental & vision plans for individuals and families
• 401k retirement plan with matching
• 9 company holidays
• Discounted tickets program
• Doordash Dash Pass
• Life insurance, supplemental programs
• 15 days PTO
• Reimbursement program using any of Vagaro services.

Responsibilities:

• Maintain and improve the Vagaro support forum.
• Collaborate with IT in maintaining and improving the support and sales bot support article library.
• Work closely with the Product Team and the Video Team to prepare support articles and instructional materials for new feature releases or product updates. Update related articles as needed.
• Use Support ticketing data to determine top customer issues for support content development.
• Audit existing articles on a rotating basis, to ensure the information is up to date, relevant, accurate and consistently presented.
• Promptly answer comments and questions posted on support articles.
• Maintain reliability through attending scheduled shifts.
• Interview product team or support team members to clarify product functionality and create comprehensive support documentation.
• Take the lead and assignments from the Sr. Technical Writer to create or assist in –
• Project manage article creation or update requests in Asana.
• Create flowcharts, diagrams, product screenshots and other graphics to enhance support articles.
• Work closely with the Training Team to ensure that changes to online support and product updates are reflected in the Training content.
• Other duties as assigned.

Qualifications:

• Knowledge of HTML and CSS
• Ability to quickly grasp complex technical concepts and make them easily understandable by combining text, images and video
• 2+ years technical writing experience, ideally for a technology company
• DITA/XML or DocBook knowledge is a nice to have
• Meticulous and detail-oriented
• Comfort with image capture and editing tools like Snagit, Figma
• Strong empathy for customers
• Self-starter with experience researching, compiling, and documenting business processes and workflows
• Paligo experience is a nice to have
• Strong writing skills and a concise communication style
• CRM knowledge – Zendesk preferred
• 1+ years of experience writing public-facing content for a non-technical audience
• Ability to read and interpret complex technical documents such as design requirements, product specifications and product release documents.

About the Company:

Vagaro, Inc. develops an all-in-one business management platform and a powerful online marketplace for the salon, spa, and fitness industries. More than 173,000 professionals and 67,000+ businesses in the United States, Canada, UK, and Australia use Vagaro's cloud-based software to manage all aspects of their operations. Consumers choose Vagaro to search for and book services in their community at their convenience. Vagaro is easy-to-use and works on any device. Learn more by visiting https://www.vagaro.com and https://sales.vagaro.com