Principal Technical Writer - Customer Onboarding

Requirements

• 7+ years of relevant experience
• Experience in technical writing or developer-focused roles, with a proven track record in onboarding or user journey design
• Cross-functional leadership. Proven ability to lead initiatives and influence stakeholders across product, engineering, and sales/field organizations
• Deep narrative skills. Experience in creating compelling, cohesive stories for complex technical products
• Data-driven mindset. Comfortable using analytics, UXR, and support data to inform documentation decisions and prioritize work
• Collaborative spirit. Experience working in large, distributed organizations where alignment across multiple teams is critical to success
• Customer knowledge. Experience with self-service cloud products as a user or practitioner, with an understanding of how customers onboard, evaluate, and adopt technical tools

What You'll Be Doing

• Drive the onboarding content strategy
• Define and execute a cohesive narrative for how users learn to use our products, ensuring a seamless story from the first visit to successful deployment
• Align Field, Product, and Docs. Act as a central point of contact for stakeholders, working with Product teams, Field teams, and Documentation teams
• Design user-focused flows. Create organized onboarding experiences that highlight best practices, troubleshooting, and clear next steps
• Measure and Iterate. Use user research, support feedback, and telemetry to identify areas for improvement and iterate on content

Nice to Haves

• None

Perks and Benefits

• Competitive pay based on the work you do here and not your previous salary
• Health coverage for you and your family in many locations
• Ability to craft your calendar with flexible locations and schedules for many roles
• Generous number of vacation days each year
• Financial donations and service matching up to $2000 (or local currency equivalent)
• Up to 40 hours each year to use toward volunteer projects you love
• Embracing parenthood with a minimum of 16 weeks of parental leave