Senior Technical Writer - User Assistance

Full-time - Senior

Salt Lake City, UT

About the position

As a Senior Information Developer (Technical Writer) at CyberArk, you’ll be part of a motivated, dedicated, and experienced team that protects many of the largest organizations in the world. The primary focus of the User Assistance (UA) team is to help customers be successful when adopting and using our products to protect their machine identities. The UA team develops content for a variety of audiences including CISOs, security experts, network administrators, DevOps, software developers, server owners, and certificate managers. Customers and our fellow team members depend on our documentation every day. In addition to traditional documentation methods of researching and writing content, we seek to become subject matter experts ourselves on the products and features we document. We believe this approach is key to being highly effective in our primary role as technical communicators.

Responsibilities

• Seek to learn and understand the core business, delivering real business value by designing world-class user assistance.
• Work across multiple tools and formats (including markdown and HTML), whatever it takes to create the optimal user experience.
• Work closely with product owners, software developers, and User Experience (UX) designers to develop clear, concise, and friendly microcopy in all our product user interfaces, from tool tips to system and error messages.
• Harvest contributions from other subject matter experts because, as with software development, community involvement leads to higher quality content. We take a Docs Like Code approach to better enable reviews and contributions.

Requirements

• Have 7+ years of experience writing about complex software for a mixed audience.
• Have strong English language skills, including excellent verbal and written communication abilities.
• Possess excellent authoring and editing skills.
• Demonstrate technical aptitude and an innate curiosity for how technology works.
• Be passionate about helping users spend more time using and less time learning software.
• Be comfortable learning things they might not be familiar with, such as Linux and command line tools like Git Bash.
• Have a proven ability to make complex ideas easier to understand.
• Have experience developing excellent microcopy (for example, writing tool tips, system and error messages, etc.).
• Have the ability to handle multiple projects at the same time while meeting release deadlines.
• Be proficient with Madcap Flare or other relevant documentation tools (ie: Robohelp, Framemaker or open-source tools such as mkdocs, markdown, etc.).
• Show confidence and experience working on multiple platforms (such as Windows, Linux, or Mac).
• Have experience working with source control software, such as Git, Bitbucket or GitHub.
• Have experience working in an Agile environment.
• Have a Bachelor’s degree (or higher) in English, Technical Writing, Computer Science, or equivalent experience.

Nice-to-haves

• Courage and experience to challenge the status quo.
• Experience documenting Enterprise and/or cloud-native cybersecurity software.
• Experience developing quality API and SDK documentation.
• Experience working with Kubernetes.
• Experience working with global talent and the challenge of varying time zones, accents and cultures to carry out team objectives.
• Experience working on cloud-based projects.
• Experience working with markdown.
• Experience working in HTML and CSS.
• Experience documenting API-led connectivity related to business practices, integrating Venafi products with third-party software.
• Experience or familiarity in working with data centers.
• Familiarity with JavaScript.
• Experience writing code in one or more coding languages.

Benefits

• The salary range for this position is $100,000/year - $150,000/year, plus commissions or discretionary bonus, which will be based on the employee’s performance.
• Base pay may also vary considerably depending on job-related knowledge, skills, and experience.
• The compensation package includes a wide range of medical, dental, vision, financial, and other benefits.