Technical Support Writer

We are currently only accepting applicants who are located in the following states

Arizona, California, Illinois or Texas

Company Description:

BuildFire is an all-inclusive Mobile App Development platform that takes the headache out of building a mobile app for your company. Expert app strategy, development and support from a trusted partner in your success. With over 10,000 mobile apps built, BuildFire gives your business the confidence and tools it needs to thrive in today’s competitive mobile market.

Position Summary:

As a Technical Support Writer, you'll be at the forefront of BuildFire’s Client First Mentality! You will handle our support knowledge base and provide accurate and comprehensive technical documentation to support our products and services. The Technical Support Writer will work closely with the Client Success and Development Teams to create clear and concise documentation that helps our clients effectively use and troubleshoot our products and services.

At BuildFire, we believe that to truly maximize the potential of our platform, it’s crucial for our team members to have a genuine interest in learning and becoming experts on the BuildFire mobile app platform. This curiosity and dedication enable us to effectively translate the platform’s features into use cases that align with our customer’s preferences and requirements.

Experience Requirements:

• Previous experience in technical writing, preferably in a customer support or software development environment.
• Strong proficiency in written communication and the ability to convey complex technical concepts in a clear and understandable manner.
• Familiarity with documentation tools and platforms such as knowledge bases, Intercom, or Atlassian.
• Excellent collaboration skills to work effectively with cross-functional teams.
• Curiosity and dedication to learning and becoming an expert on the BuildFire mobile app platform.
• Ability to understand technical concepts and translate them into client-facing documentation.
• Knowledge of mobile app development, APIs, and software troubleshooting is a plus.

Educational Requirements:

• A bachelor's degree in English, Communications, or a relevant field such as Technical Writing, Computer Science or a related discipline is preferred.
• Equivalent professional experience in Technical Writing or a related field may be considered in lieu of a degree.

At BuildFire, we value a combination of formal education and practical experience. While a degree is preferred, we recognize that practical skills and industry knowledge are equally important. If you have a strong track record of success in technical writing and support, along with a solid understanding of software development concepts, your qualifications will be considered.

Key Responsibilities:

• Create and maintain comprehensive technical documentation, FAQs, troubleshooting guides, product descriptions and knowledge base articles.
• Collaborate with the Support and Development Teams to gather information and insights for creating accurate and up-to-date documentation.
• Translate complex technical concepts into easy-to-understand language for clients with varying technical backgrounds.
• Ensure consistency, accuracy, and clarity in all documentation by following established style guides and best practices.
• Update existing documentation to reflect product updates, feature enhancements, and bug fixes.
• Conduct regular audits of the documentation to identify gaps, outdated information, and areas for improvement.
• Actively seek feedback from clients, support teams, and other stakeholders to continuously improve the quality and effectiveness of the documentation.
• Stay updated on industry trends and changes to effectively communicate technical information to clients.
• Participate in cross-functional projects and collaborate with teams such as Product Management, Quality Assurance and Marketing to ensure consistent messaging and accurate documentation.

Skills Knowledge and Expertise:

• Technical Writing: Strong proficiency in technical writing is crucial. You should be able to convey complex technical concepts and instructions in clear and concise language that is easily understood by a diverse audience (written copy as well as video/verbal copy).
• Technical Aptitude: A solid understanding of technical concepts, software applications, and technology-related terminology is essential. You should be able to grasp and communicate technical information effectively.
• Communication Skills: Excellent written and verbal communication skills are vital for interacting with cross-functional teams, gathering information, and presenting technical content to both technical and non-technical audiences.
• Documentation Tools and Software: Proficiency in using documentation tools and software, such as Microsoft Word, Google Docs, Jira, markdown or specific content management systems (CMS) and knowledge base platforms, is necessary.
• Research and Information Gathering: The ability to conduct thorough research and gather information from various sources, such as subject matter experts and technical specifications, is critical for creating accurate and up-to-date technical documentation.
• Attention to Detail: Strong attention to detail is crucial to ensure accuracy and consistency in technical documentation. You should be able to review and proofread your work meticulously, catching errors and ensuring adherence to style guides.
• Collaboration and Teamwork: The role requires collaborating closely with support teams, development teams and other stakeholders. The ability to work well in a team, actively seek input and feedback, and incorporate different perspectives is essential.
• Time Management and Organization: Technical Support Documentation Writers often work on multiple projects simultaneously. Effective time management and organizational skills are necessary to prioritize tasks, meet deadlines, and deliver high-quality documentation.
• Adaptability: The ability to adapt quickly to changing priorities, project requirements and new technologies is crucial in a dynamic technical environment.
• Continuous Learning: A commitment to continuous learning and staying updated on industry trends, emerging technologies, and best practices in technical writing is important to enhance your skills and improve the quality of documentation

While not mandatory, the following additional skills and knowledge would be beneficial:

• Experience with Agile development methodologies and understanding of the software development lifecycle (SDLC).
• Familiarity with HTML, CSS, or other web technologies for formatting and publishing documentation online.
• Basic graphic design skills for creating diagrams, illustrations, or screenshots to enhance technical documentation