Company DescriptionAbout FreshworksFreshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering software that is affordable, quick to implement, and designed for the end user. Headquartered in San Mateo, California, Freshworks has a global team operating from 13 global locations to serve more than 65,000 companies -- from startups to public companies - that rely on Freshworks software-as-a-service to enable a better customer experience (CRM, CX) and employee experience (ITSM).Freshworks' cloud-based software suite includes Freshdesk (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshchat (AI-powered bots), supported by Neo, our underlying platform of shared services.Freshworks is featured in global national press including CNBC, Forbes, Fortune, Bloomberg and has been a BuiltIn Best Place to work in San Francisco and Denver for the last 3 years. Our customer ratings have earned Freshworks products TrustRadius Top Rated Software ratings and G2 Best of Awards for Best Feature Set, Best Value for the Price and Best Relationship.Job DescriptionResponsibilities:As a Manager- technical writing team working for our Developer Platform team, a day at your job entails,Team Leadership: Lead and manage a team of technical writers, providing guidance, support, and mentorship to ensure the team meets its goals and objectives.Content Development: Oversee the creation of technical documentation, including user manuals, technical specifications, release notes, API documentation, and other technical materials.Quality Assurance: Ensure all technical documentation meets high standards of quality, accuracy, clarity, and consistency.Process Improvement: Continuously improve documentation processes and workflows to increase efficiency and effectiveness.Collaboration: Work closely with cross-functional teams, including product management, engineering, marketing, and customer support, to gather information and ensure documentation meets the needs of various stakeholders.Training: Provide training and guidance to other teams on best practices for writing and maintaining technical documentation.Tools and Technologies: Evaluate and implement tools and technologies to support the documentation process, such as content management systems, version control systems, and authoring tools.Documentation Strategy: Develop and execute a documentation strategy that aligns with the company's overall goals and objectives.Additional qualities:● Working independently and generating accurate content with optimal guidance fromengineering teams.● Adhering to established writing standards and documentation processes and ensuringtimely delivery of quality content.● Proactively seeking feedback from developers and senior writers and incorporating the same into content.● Interacting with engineering teams to work on REST APIs and supporting documentation.● Collaborating positively with peers to study, discuss, and retrospect written content from the perspective of bettering it.● Closely working with our Developer Relations team and Go-to-Market team and helping them with developer-facing content published through blog posts and tutorials.● Updating legacy content to align it to the new documentation standards.Requirements●Advanced English user - C1 level of the CEFR standard. Strong receptive (listening and reading) and productive (writing and speaking) communication skills are requirements for this role.● Previous experience in generating content for product documentation.● Proven experience in working with a team, in a fast-paced development environment.Providing appropriate references is an added advantage.● Proven experience in working with strong engineering concepts. Holding an engineering or any equivalent technical qualification is an added advantage.● Independent, self-motivated, and organised.● Familiarity with HTML, CSS, Static Site Generators.● Familiarity with REST APIs.● Familiarity with Continuous Deployment and Git.● Ability to learn and adopt new technologies without getting demotivated or rattled by uncertainties or failures. Our engineering team is always glad to help with the learning.● Ability to work with the extended team with a positive, cheerful, open, and transparent attitude.QualificationsQualifications:Bachelor's degree in English, Technical Writing, Computer Science, or a related field. Master's degree preferred.Minimum of 10 years of experience in technical writing, with at least 3 years in a leadership or management role.Strong writing and editing skills, with the ability to explain complex technical concepts clearly and concisely.Excellent leadership and interpersonal skills, with the ability to motivate and inspire a team.Experience with documentation tools and technologies, such as MadCap Flare, Adobe FrameMaker, Markdown, and version control systems (e.g., Git).Knowledge of software development methodologies (e.g., Agile, Scrum) and experience working in a software development environment.Familiarity with industry standards and best practices for technical documentation, such as the Microsoft Manual of Style and the Chicago Manual of Style.Strong attention to detail and the ability to manage multiple projects simultaneously.Additional InformationAll your information will be kept confidential according to EEO guidelines.At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.
