Knowledgebase & Technical Documentation Specialist

Job Description: Knowledgebase & Technical Documentation Specialist

Overview:We are seeking an experienced Knowledgebase & Technical Documentation Specialist to lead the creation, management, and ongoing improvement of our help system and knowledgebase for Experiture. This role requires deep expertise in technical writing, content strategy for SaaS platforms, and familiarity with modern help systems, including leveraging advanced tools such as LLM (Large Language Model) technologies for content generation and management.

Key Responsibilities:

1. Knowledgebase Development & Management

• Design, develop, and maintain a comprehensive knowledgebase for Experitures SaaS platform.
• Create clear, concise, and user-friendly technical documentation, including user guides, FAQs, release notes, and troubleshooting articles.
• Establish a content strategy for the knowledgebase, ensuring that it meets the needs of multiple user personas (end-users, administrators, developers, etc.).
• Regularly update and improve existing documentation based on product updates, user feedback, and evolving best practices.

2. Content Creation for Help Systems

• Collaborate with product managers, developers, and support teams to gather information and create accurate, high-quality documentation.
• Develop multi-format help content (text, images, video tutorials, and interactive guides) to improve user engagement and understanding.
• Ensure that all content is consistent in tone, terminology, and style, adhering to Experiture’s brand and voice guidelines.

3. Leveraging Modern Documentation Tools & LLM Technologies

• Explore and implement the use of LLM technologies for automated content suggestions, summaries, and real-time help recommendations within the platform.
• Use documentation platforms (e.g., Confluence, Zendesk, Helpjuice) and content management systems to streamline the documentation process.
• Stay informed about emerging trends in help systems and technical documentation, incorporating best practices into Experiture’s processes.

4. Cross-Functional Collaboration

• Work closely with the support team to identify common user issues and ensure that the knowledgebase addresses them effectively.
• Partner with the product development team to stay ahead of upcoming features and provide documentation support for beta releases.
• Collaborate with the marketing team to repurpose technical content into customer-facing educational materials.

5. Metrics & Continuous Improvement

• Define and track key performance indicators (KPIs) for the knowledgebase, such as article usage, search success rate, and user feedback.
• Regularly review analytics to identify gaps in documentation and areas for improvement.
• Implement a feedback mechanism to gather input from users and stakeholders, ensuring continuous improvement of the help system.

Required Skills & Experience:

• 5+ years of experience in technical writing, content management, or a similar role in a SaaS environment.
• Proven experience in developing and managing knowledgebases for complex software platforms.
• Strong understanding of SaaS product architecture and user workflows.
• Familiarity with modern documentation tools and platforms (e.g., Confluence, Zendesk, Freshdesk, or Helpjuice).
• Experience leveraging LLM technologies (e.g., ChatGPT, GPT-based tools) for content creation and management.
• Exceptional written and verbal communication skills with a keen eye for detail.
• Ability to translate complex technical concepts into simple, user-friendly language.

Preferred Qualifications:

• Bachelor’s degree in Technical Communication, Computer Science, or a related field.
• Experience with API documentation and developer portals.
• Basic understanding of HTML, CSS, and Markdown.
• Familiarity with agile development processes and tools (e.g., JIRA, Trello).

Key Performance Indicators (KPIs):

• Increased user engagement and satisfaction with the knowledgebase.
• Reduction in support tickets due to improved self-service documentation.
• Timely delivery of documentation for new product releases and updates.
• High search success rate and positive feedback from internal and external users.

Reporting Structure:

• The Knowledgebase & Technical Documentation Specialist will report directly to the Product Manager.
• Close collaboration with support, product, marketing, and development teams is required to ensure comprehensive and accurate documentation.