We are seeking an Associate Technical Writer to plan, develop, and maintain customer-facing content for the Smartsheet Help Center and internal product documentation. You'll partner with the product team to deliver and maintain documentation that serves as the foundation for customer and internal enablement. As an Associate Technical Writer, you own documentation quality across our product knowledge base — enabling customers, internal teams, and AI experiences to self-serve and reducing support and training burden. You'll contribute to improvement initiatives across our documentation, guides, and video content while managing rapid product changes.You will report to the Manager, Content Team based in the US. This role is eligible for remote work within Costa Rica. You must reside in Costa Rica.You willImmerse yourself in Smartsheet’s product line and learn the technologies and features as needed to document them accuratelySpeak and write proficiently in EnglishDistill specification documents and internal technical FAQs and use the information to create targeted, quality, customer-facing content. Deliverables include but aren’t limited to:Technical articles for the Smartsheet Help website (how to, reference, FAQ, troubleshooting)Content for eLearning modules or videosInternal documentationVisual aids for Help content (screenshots, gifs, etc.)Work with Subject Matter Experts (SMEs) to ensure the technical accuracy of your workTrack and report on your own project assignments and schedule, working towards hard deadlinesUse AI tools to accelerate content production, improve quality, and scale output—applying established team workflows and experimenting with new approaches as the tooling evolvesWork on improvement projects to implement content governance tools, improve processes, and document changesContribute to templates, processes, and standards that support consistent, scalable content productionManage content production tasks (move content from draft document format to the content management system and publish it)Review and compile internal change requests and customer feedback and use this information to recommend and implement content changesSupport video content production including scripting and recordingMaintain the Smartsheet Help and Learning style guideInterpret and factor in data—such as data from Google Analytics—to help plan and prioritize your workOptimize content for discoverability via SearchYou have2+ years of experience writing or editing content for a variety of audiences on the webA BA in English, Technical Communication, or a related discipline (or equivalent experience)Basic understanding of and ability to use HTML formattingStrong command of English language both oral and written (C1 and above)Experience developing templates and processes for ensuring consistent deliveryUnderstanding of SEO and GEO best practicesExperience using analytics tools (Google Analytics, for example) to make impactful content decisionsA passion for technology and familiarity with the benefits and challenges of working on a SaaS productAn ability to distill technical jargon and turn it into clear and professional language that is customer-focusedFamiliarity with video content production — scripting, screen recording, or light editingExperience creating screenshots and/or visual diagrams to promote understanding of complex ideas (experience with Photoshop or an equivalent image compositing tool is a plus)Strong organizational skills and an ability to perform basic project management and prioritization tasksExperience with content production, for example, moving a document from a draft stage in one tool and formatting and publishing it to a CMSExperience using one or more content management systems (experience using Drupal 9 or newer is a plus)Familiarity with AI tools in professional workflows, including interest in building custom AI configurations and connecting LLMs to external platformsA point of view on where AI is taking technical writing, including familiarity with AI writing tools and an interest in expanding how AI is used in content workflowsSmartsheet Product Certification preferred but not requiredGet to Know Us:At Smartsheet, your ideas are heard, your potential is supported, and your contributions have real impact. You’ll have the freedom to explore, push boundaries, and grow beyond your role. We welcome diverse perspectives and nontraditional paths—because we know that impact comes from individuals who care deeply and challenge thoughtfully. When you’re doing work that stretches you, excites you, and connects you to something bigger, it’s magic at work. Let’s build what’s next, together.Equal Opportunity Employer:Smartsheet is an Equal Opportunity (EEO) employer committed to fostering an inclusive environment with the best employees. It is our policy to provide equal employment opportunities to all qualified applicants in accordance with applicable laws in the US, UK, Australia, Germany, Costa Rica, Japan, Bulgaria, India, and Singapore. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.
3 days ago