Rippling - San Francisco, CA
posted 4 months ago
As a Technical Writer for IT products on our Customer Education team at Rippling, you will play a crucial role in creating, maintaining, and enhancing product documentation for our suite of IT products. This position requires a deep understanding of IT concepts and the ability to translate complex technical information into clear, concise, and user-friendly documentation tailored for both HR and IT professionals. You will be responsible for creating help and training content that caters to a wide range of audiences, each with varying degrees of IT knowledge and experience. For instance, you should be able to explain Single Sign-On (SSO) and Multi-Factor Authentication (MFA) to a small business owner while also being capable of writing a detailed migration guide for IT administrators switching Identity Providers (IdPs). Your contributions will empower users to effectively self-serve their learning objectives, driving product adoption through effective help content. You will assist in training the next generation of HR and IT professionals on how to utilize Rippling's IT products to manage the entire employee lifecycle seamlessly. This includes using our Identity, Devices, and Inventory management tools, along with over 500 integrations, including custom SCIM and SAML. In this role, you will create various types of documentation, including technical setup guides, operational runbooks, tutorials, FAQs, release notes, and technical white papers for Rippling's IT products and services. You will also be tasked with creating end-user documentation for new product launches and features, identifying and closing knowledge gaps in collaboration with our Customer Experience and Product teams. Your expertise will contribute to the development of eLearning materials, including training videos, system diagrams, infographics, and hands-on exercises. You will effectively communicate and collaborate with internal stakeholders and subject matter experts to deliver engaging customer-facing content, while also reviewing success metrics across different content delivery methods. Additionally, you will play a key role in evangelizing the Help Center, inspiring other teams to contribute to our knowledge base as content creators or subject matter experts.