Technical Writer Workforce Experience Platform

Job OverviewWe are looking for a Technical Writer to support our Workforce Experience Platform (WXP) by creating clear, user-friendly technical documentation for our knowledge base. This position focuses on translating complex software functionality into customer-facing content that enables partners, end-users, and support teams to effectively understand and use the platform. In this role, you will work closely with Engineering, Product, and Operations teams to develop high-quality technical documentation.Core Responsibilities1. Content Development & DeliveryDevelop customer-facing knowledge base articles, including high-level overviews, step-by-step technical guides, and advanced partner documentation for IT administrators.Distill complex technical software concepts into structured, user-friendly documentation tailored for both technical and non-technical audiences.Deliver high-quality documentation aligned with fast-paced product release timelines, ensuring new features are fully documented at launch.2. Cross-Functional CollaborationPartner with Engineering and Product teams to understand in-depth feature functionality, API behaviors, and complex technical requirements.Work closely with Operations and Support teams to ensure documentation addresses current customer pain points and process updates.3. Content Lifecycle & Quality AssuranceAudit, update, and refine existing articles based on product iterations, bug fixes, and user feedback.Identify gaps in current documentation and proactively implement structural or content improvements.Collaborate with the broader writing team to maintain consistent tone, terminology, taxonomy, and formatting across all WXP knowledge bases.Requirements (Must-Haves)Education: Bachelor’s degree (Bachillerato Universitario) in English, Technical Writing, Communications, Computer Science, Software Engineering, or a related field.Experience: Minimum of 2+ years of professional experience in technical writing, software documentation, or content development within the tech/SaaS industry.Language: Excellent written and verbal English communication skills (C1 level preferred), with a proven ability to write clear, concise, and grammatically precise technical content.Technical Aptitude: Strong capability to navigate complex software systems, enterprise platforms, or IT tools and explain them simply.Teamwork: Proven experience working alongside cross-functional teams (Engineering, Product Owners, and Support).Preferred Qualifications (Nice-to-Haves)Tools: Experience managing knowledge base systems or CMS platforms such as Salesforce Knowledge, Document360, Confluence, Zendesk, or Git-based documentation workflows.Methodologies: Familiarity with Agile/Scrum development environments and software development life cycles (SDLC).Standards: Knowledge of documentation best practices, including Information Mapping, Markdown, or HTML/CSS basics.Background: Technical or technical-adjacent background (e.g., prior experience in IT support, systems administration, or SaaS environments).Work ConditionsWork Model: Hybrid.Location: AFZ, Heredia, Costa Rica.Schedule: Monday to Friday | Flexible shifts available: 7:00 AM - 4:00 PM, 8:00 AM - 5:00 PM, or 9:00 AM - 6:00 PM.