Key Responsibilities

Develop and maintain a wide range of documentation, including user guides, FAQs, troubleshooting guides, and release notes
Translate technical product details into clear, accessible resources tailored to diverse customer needs
Ensure all customer-facing documentation is up-to-date and reflective of the latest product features and best practices
Work closely with the Customer Education team to identify gaps in customer resources and create documentation that complements training initiatives
Analyze customer support tickets to uncover recurring themes and pain points, addressing them proactively through improved documentation
Collaborate with the Customer Success, Product, and Support teams to align documentation priorities with business goals and customer feedback
Maintain a documentation roadmap to ensure timely delivery of resources that support key product launches and updates
Implement documentation best practices to enhance usability, consistency, and accessibility, while continuously auditing and refining existing resources
Contribute to the evolution of EliseAI's L&D strategy by proposing innovative ways to engage customers through documentation
Leverage customer interactions and product usage data to identify opportunities for new or enhanced documentation and act as an advocate for customers

Requirements

3+ years of experience in technical writing, documentation development, or a related field, ideally within SaaS or AI industries
Exceptional writing skills with the ability to simplify complex technical information for various audiences
Familiarity with documentation tools
Strong organizational skills, a proactive and collaborative mindset, and the ability to quickly learn EliseAI's platform