Senior Technical Writer - Hybrid

About us: Hiver offers teams the simplest way to offer outstanding, personalized customer service. As a customer service solution built on Gmail, Hiver is intuitive, super easy to learn, and delightful to use. Hiver is used by thousands of teams at some of the best-known companies in the world to provide attentive, empathetic, and human service to their customers at scale. We re a top-rated product on G2 and rank very highly on customer satisfaction. At Hiver, we obsess about being world-class at everything we do. Our product is loved by our customers, our content engages a very wide audience, our customer service is one of the highest rated in the industry, and our sales team is as driven about doing right by our customers as they are by hitting their numbers. We re profitably run and are backed by notable investors. K1 Capital led our most recent round of $27 million. Before that, we raised from Kalaari Capital, Kae Capital, and Citrix Startup Accelerator. Opportunity : As a Senior Technical Writer, you ll play a key role in shaping the way our customers interact with our platform, ensuring they can easily access and understand our product s full potential. You ll collaborate closely with product, engineering, and design teams, contributing to a culture of innovation and excellence. With opportunities for professional growth, continuous learning, and a flexible work environment, Hiver offers a place where you can thrive both personally and professionally. Join us and make an impact at a fast-growing company that s revolutionizing the way businesses deliver customer service. What you ll be working on? * Create and maintain user-guides / knowledge-base content to assist customers in navigating the platform. * Design and implement a scalable structure for technical documents to ensure content is easy to find and navigate. * Write documentation optimized for search engines by leveraging keyword research and SEO best practices to improve online discoverability. * Ensure consistency, clarity, and alignment with Hiver s tone and branding guidelines. * Regularly audit and update the knowledge base to keep it organized and relevant. * Use feedback and analytics to refine content and improve user engagement. * Work closely with Product Managers, Designers, and Engineers to understand features and workflows. * Partner with Customer Success teams to address common user questions and improve content effectiveness. What are we looking for? * 5+ years of experience in technical writing, preferably for a SaaS org. * Bachelors/Masters in English, Technical communication/writing * Understanding of content architecture and technical document design principles. * Ability to write with a focus on usability, discoverability, and engagement. * Strong writing and editing skills with an ability to simplify technical concepts. * Experience in crafting SEO-optimized documentation. * Exposure to writing API & technical specification documentation is preferred * A customer-first approach with a passion for creating helpful and engaging content. * A proactive, detail-oriented, and independent problem-solver. * Strong collaboration and communication skills to work effectively with cross-functional teams. Why should you join us? Join the Winning Hive! - Become a part of our hive, where success isnt just a goal; its a way of life. WithWAW and ETHR victories under our wings, were not just winning awards; were shaping a culture that celebrates excellence. Your journey here is not just a career; its a winning adventure! People First, Always! Were not just about products and profits; were advocates for the long game - where people take the spotlight. Dive into a workplace where culture is our crown jewel. Freedom and Responsibility- Spread Your Wings! Experience the thrill of freedom paired with the responsibility to soar. We believe in giving you wings, not just to fly, but to take charge and make a real impact. Its like being an eagle in a sky full of possibilities. Entrepreneurial Team Spirit! Join a team thats not just a group of employees but a bunch of go-getters with an entrepreneurial spirit. Here, your ideas dont just find a home; they find a launchpad to take off and make a mark. hive that thrives! Exponential Growth Awaits Be part of a journey where growth isnt just a goal; its a guarantee. Were on an upward trajectory, and your career can ride the wave of our exponential growth. Get ready to see your professional graph shoot through the roof! Wellness Matters - Body & Mind! Your health, both physical and mental, is our priority. Enjoy the tranquility of knowing that your well-being is in good hands. Because a happy and healthy Hiver is a hive that thrives!