[Hiring] Software Technical Writer @SugarAI

Role Description

We are seeking a curious, sharp, and detail-oriented Technical Writer to join our Knowledge Management team, where you'll create clear and comprehensive documentation for customers, partners, and employees while helping drive the adoption of AI-powered tools and innovative workflows that improve how we work and deliver content.

As part of SugarAI’s Product organization, you'll work closely with:

• Product Managers
• Engineers
• Designers
• Other teams throughout the product development lifecycle

You'll participate in product discussions, build strong product expertise to champion the user's perspective, and provide product expertise.

This position is a unique opportunity to contribute to the evolution of our Knowledge Management practices and help shape the future of SugarAI products!

Impact You Will Make:

• Create and publish clear, high-quality product content, including user guides, release notes, knowledge articles, troubleshooting guidance, and best practices
• Build deep product expertise and serve as a trusted subject matter expert for the Sugar products you support
• Participate in product grooming, design reviews, demos, and release activities to understand new capabilities and advocate for the user
• Partner with Product, Engineering, UX, and Support to identify gaps, influence product improvements, and enhance the customer experience
• Turn complex technical concepts into simple, useful, and easy-to-understand content, while contributing to improvements in SugarAI’s support experience
• Develop templates, reusable skills, and automated workflows to improve content quality, consistency, and team efficiency

Qualifications

• 2+ years of experience as a software technical writer, software developer, CRM administrator, marketing automation administrator, technical support engineer, or in a related role
• Enthusiasm for educating customers and ability to create clear, user-centric content
• Strong attention to detail, with excellent grammar, writing, and communication skills
• Ability to communicate clearly and concisely with all levels of application users, including end users, administrators, and developers
• A strong focus on user needs and a passion for building excellent software experiences
• Confidence managing projects independently while also contributing effectively as part of a collaborative team
• A 4-year degree or equivalent practical experience

Preferred Qualifications:

• In-depth understanding of Sugar Sell, Sugar Serve, Sugar Market, and related applications
• Experience contributing to software feature planning
• Working knowledge of Linux, Apache, MySQL, PHP and other web application technologies

Benefits

• Excellent healthcare package for you and your family
• Savings and Investment – 401(k) match
• Unlimited Paid Time Off
• Paid Parental Leave
• Online Legal Services (Rocket Lawyer)
• Financial Planning Services (Origin)
• Discounted Pet Insurance (Embrace Pet Insurance)
• Corporate Benefit Program (Working Advantage) - exclusive travel and entertainment offers
• Health and Wellness Reimbursement Program
• Travel Discounts
• Educational Resources - Career & Personal Development Program
• Employee Referral Bonus Program
• Merit-based company with many opportunities to learn, excel, and grow your career!