Technical Writer

Job Description

You’ll own product documentation across platforms and products, partnering with Product, Engineering, UI/UX, Support, and the new E‑Learning Manager. You’ll deliver clear, branded, release‑aligned content that supports internal enablement and customer success, while laying the groundwork to modernize and digitize documentation in a searchable portal.

Expectations for Your Role

BASE (first 6–12 months)

• Inventory, standardize, and update priority product/user guides and technical docs.
• Establish Information Architecture (IA), style/terminology standards, and a repeatable review process.
• Deliver release‑aligned updates (quarterly+), including client‑facing release documentation.
• Partner with the E‑Learning Manager to storyboard and script WBT modules and tutorial videos.

GROWTH (year 1+)

• Close the documentation backlog and expand coverage (workflows, quick references, troubleshooting, API docs).
• Introduce lightweight, contextual in‑app help patterns and a knowledge base structure.
• Drive consistency across products (terminology, visuals, diagrams) and reduce support tickets via better findability.

FUTURE (long‑term)

• Lead the planning and migration path to a modern documentation portal (SSO, versioning, analytics, AI‑assisted search) in partnership with Product, Support, and Engineering.
• Enable certification and WBT integration by aligning documentation and training assets.

Essential Duties & Responsibilities:

• Write, edit, and maintain end‑user documentation, step‑by‑step guides, and client‑specific quick references.
• Design and deliver visually appealing documentation and technical diagrams that enhance usability, comprehension, and user experience
• Create and maintain platform/product technical docs: architecture overviews, data dictionaries, schema references, installation/configuration, and API integration guides.
• Produce diagrams and workflow illustrations; ensure accessibility and brand compliance.
• Draft and maintain troubleshooting guides, error references, and FAQs.
• Collaborate with Product Managers/PMMs and SMEs to capture accurate workflows and release changes.
• Co‑develop scripts, storyboards, and captions/transcripts for tutorial videos and WBT.
• Manage document IA, versioning, and release notes workflow; enforce style and terminology consistency.
• Partner with Support/Delivery to align documentation with ticket trends and onboarding needs.
• Prepare content and metadata for future documentation portal migration; contribute to evaluation of tooling.

Qualifications

• 4–7+ years of technical writing for software/SaaS; portfolio showcasing end‑user and technical deliverables.
• Ability to translate complex healthcare/interop concepts into plain, structured guidance.
• Expert writing, editing, and information architecture skills; strong attention to detail.
• Proven cross‑functional collaboration with Product, Engineering, and Customer‑facing teams.
• Proficiency in Microsoft 365; working knowledge of diagramming tools.
• Familiarity with issue tracking and content workflows (e.g., JIRA/Confluence or similar).
• Experience with WBT authoring collaboration (e.g., scripting for Articulate 360/Captivate).
• Nice to have: Docs‑as‑code and/or help authoring tools (e.g., MadCap Flare, ReadMe, static site generators); SCORM/xAPI awareness; healthcare IT domain exposure.

Success Measures

• Backlog burn‑down and release‑aligned updates delivered on time.
• Reduction in repeat “how do I…?” tickets; improved internal training satisfaction.
• Consistent terminology and IA across products; increased documentation adoption/engagement.
• Approved plan for documentation portal modernization.

Benefits:

ELLKAY offers a comprehensive and competitive benefit package that starts day one!

Including:

• Medical, Dental, and Vision benefits
• Employer-paid Life and LTD
• 401k w/ matching – once eligibility is met
• Work/life balance
• Paid Volunteer Program
• Flexible working hours
• Generous FTO
• Remote work options
• Employee Discounts
• Parental Leave

Our awesome culture includes:

• Working with talented, collaborative, and friendly people who love what they do
• Professional growth within
• Innovation environment
• On site in HQ Free daily lunches

Additional information

At ELLKAY, we are committed to operating as a hybrid workplace, offering employees flexibility in how they structure their time between in-office and remote work. We recognize the significance of fostering connections, collaboration, and creativity within our office culture and its positive impact on our business. Our philosophy of operating as a hybrid workplace underscores our dedication to enabling employees to tailor work-life balance to their individual preferences. For those who do not live within 40 miles of one of our offices, we are open to considering remote work for candidates whose skills and experience strongly align with the role. While we prioritize a hybrid work environment for most roles, we understand the importance of flexibility and are open to remote work for specific positions and specialized skill sets.