Job Description

As a Technical Writer at FullStory, you’ll sit at the intersection of technology and user experience, responsible for creating and maintaining comprehensive documentation for our help center. Reporting to the Head of Product Operations, your primary focus will be enabling our users to maximize the value they derive from our products by providing them with clear and accurate information in our help center. Additionally, you will collaborate closely with product teams to shape in-app UX content, ensuring a seamless and intuitive user experience.

Your ability to grasp and explain complex technical concepts, coupled with your exceptional writing skills and passion for the user experience, will enable you to succeed in this role.

In a typical day, you might:

• Develop and update documentation for the help center, covering product features, functionality, and best practices, all grounded in a strong grasp of the customer value proposition, use cases, and underlying technology.
• Collaborate with cross-functional teams, especially product management, design, and engineering to gather information and ensure accuracy in documentation.
• Advise product teams on creating structured, approachable in-app content that enhances the overall user experience.
• Craft content that caters to both technical and non-technical audiences, translating complex technical concepts into simple, clear, and concise language.
• Utilize your knowledge of web technology and analytics in your writing.
• Create and communicate UX content and documentation guidelines, frameworks, patterns, voice and tone, and other best practices to internal teams.

Here’s what we’re looking for:

• Experience as a technical writer in a B2B SaaS environment.
• Experience in UX writing, content design, or content strategy.
• Understanding of web technology and analytics, and the ability to grasp complex technical concepts.
• Detail-oriented with a passion for creating user-centric content.
• A copy of your portfolio showcasing UX-focused writing samples and style guidelines.

The impact you will have in 6 months:

• With a grasp of our product, value proposition, and underlying technology, you’ll:
  • Publish new documentation that enables users to derive value from new products and features that we launch
  • Prioritize and tackle the existing backlog of articles to be updated

The impact you will have in 12 months:

• Informed by product usage data and user insights, you’ll:
  • Begin to establish a documentation strategy and process that ensures our content is written and structured in a way that maximizes both usefulness and usability for our customers.
  • Support our product teams in, and champion best practices for, UX writing.

About FullStory:

Founded in 2014 on the belief that everyone benefits from a more perfect digital experience, FullStory’s digital experience intelligence (DXI) platform empowers businesses to continuously improve their customer experience across sites and apps. FullStory is backed by world-class investors and has 500+ employees worldwide with offices in Atlanta and London. We are proud to have been named to Forbes’ List of America’s Top Startup Employers, Wealthfront’s Career Launching Companies List, and LinkedIn’s Top US Startups List. We are guided by our values of Empathy, Clarity, Bionics, and Trust, which we embed in our day-to-day work.

How we support you:

FullStorians are committed to building something better—from how we approach our product, to how we care for our customers and each other. Better is only possible when we can bring our full selves to work. Along these lines, we offer:

• Autonomy and flexibility. From a remote-first work environment and flexible paid time off, to an annual company-wide closure – FullStorians can focus on the moments that matter.
• Benefits. Take care of the whole you. FullStory offers sponsored benefit packages for US-based FullStorians, and supplemental coverage options for international FullStorians.
• Learning opportunities. We provide professional development opportunities through training programs, career coaching sessions, and an annual learning subsidy.
• Productivity support. We provide all FullStorians with a monthly productivity stipend and reimburse remote colleagues for their initial home office set up.
• Team events. Connect with fellow FullStorians through Employee Resource Group events, Listening & Alignment weeks, and team off-sites.
• Paid parental leave. FullStorians have the flexibility to balance the needs of their growing families without the added stress of figuring out work and finances.
• Grow your family. We offer a global fertility and family building benefit that encompasses all journeys to growing your family.
• Bereavement leave. Every family is different; we leave it to you to define who your family is, and support you when you need it most.
• Miscarriage/Pregnancy loss leave. Whether it is for a FullStorian or their partner – take the time you need.

FullStory is proud to be an equal opportunity workplace dedicated to fostering an increasingly diverse community. We want candidates of all human varieties, backgrounds, and lifestyles. There’s no problem that can’t be made better by bringing together people with a broader set of perspectives. If our product, values, and community resonate with you, please apply – we’d love to hear from you!