Documentation Manager

| Greater NYC Area

Overview

As Manager, Documentation you’re responsible for all customer-facing documentation, including product guides for platform users and technical references for developers. This position works closely with other Smartling teams like Product, Engineering, and Customer Success to ensure users are well educated about our platform’s capabilities and their value proposition in real-world applications.

At Smartling not one day is the same but if you must know, on a typical day you will be participating in Product and Technology team stand-ups, speaking with team members and users to understand where customers need help. You will be providing input to the Product team based on feedback from users and creating and updating documentation—we ship code every day!

Tasks at Hand

  • Creating content that users can follow to understand and complete common tasks in the platform.
  • Maintaining developer documentation, such as API references, data processing directions, and coding standards.
  • Identifying product best practices and creating documentation that helps customers to make optimal decision to achieve their requirements.
  • Producing training, learning, and in-product communications that help customers to understand how the product is changing.
  • Analyzing documentation usage, support data, and user feedback to continuously improve documentation and inform documentation roadmap.

Must Have

  • Excellent technical writing skills.
  • Aptitude for organizing information and clearly describing complex business workflow, data management, and Internet networking concepts.
  • Special interest in web technologies, RESTful API services, and coding -- and teaching others about these topics.
  • Ability to create prototype implementations (including lightweight API integrations) to test documentation accuracy and effectiveness.
  • Ability to work well independently and in a collaborative, team environment.
  • Ability to build strong working relationships with the Product, Engineering, and Customer Success teams.
  • Experience managing their own documentation projects.
  • Working knowledge of Zendesk, Swagger, Markdown, and Github or other code repository.
  • 3+ years experience as a technical writer, preferably documenting cloud-based software products.

Nice to have

  • Know the SaaS business model and have experience documenting SaaS solutions for midmarket and enterprise business customers.
  • Understand modern content technology applications, and modern software development processes like continuous delivery.
  • Be knowledgeable about translation, localization, and internationalization processes and/or be fluent in other languages.

You Are

  • Curious. Enjoys learning new technologies and data analysis techniques.
  • A Leader. Proactive, compelling, with excellent business and technical judgment.
  • Customer Focused. Passionate about client success at all times.
  • Process Oriented. Well-organized, demonstrating attention to detail.
  • Team player. Ability to work effectively and cross-functionally with all levels of management, both internally and externally.

What matters to Smartling?

To help our clients grow their businesses and to help you grow as an individual, both professionally and personally.

  • Competitive salary and employee stock option plan.
  • An opportunity to learn and advance your career.
  • An energetic, value-driven, and fun culture and team spirit.
  • Flexible PTO.
  • Company paid medical/dental/vision/life insurance.
  • Commuter benefits.
  • Amazing office located in the middle of Manhattan- just blocks from Penn Station and Grand Central.
  • Team outings (Baseball games, bowling, happy hours, etc.).

Smartling, Inc. is an equal opportunity employer. No third party recruiters.

Read Full Job Description

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • C++Languages
    • JavaLanguages
    • JavascriptLanguages
    • SqlLanguages
    • D3JSLibraries
    • FluxLibraries
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • Backbone.jsFrameworks
    • Node.jsFrameworks
    • SpringFrameworks
    • CassandraDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • MixpanelAnalytics
    • OptimizelyAnalytics
    • AsanaManagement
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
    • WordpressCMS
    • HubSpotCRM
    • SalesforceCRM
    • Linkedin Sales NavigatorCRM
    • EquireCRM
    • ZoomInfoCRM
    • YeswareCRM

Location

We are centrally located in the Garment District, near most Subway lines, PATH, and Port Authority. Close to lunch spots and happy hours after work.

An Insider's view of Smartling

What’s the vibe like in the office?

Culture is a strong part of Smartling's appeal, and working with a collaborative team that I enjoy being around makes my work day so much better. Our leadership team takes initiative to ensure everyone's work experience fits their own personal goals, and provides us with opportunities to bond in our department and across teams.

Albany

Customer Success Manager

How do you collaborate with other teams in the company?

Collaboration happens every day at Smartling. We use every method and tool available. We are flexible and embrace new technology. We have numerous meeting rooms for face-to-face chats here in NYC and I can launch video conferences from my laptop. I can even install and try new apps as needed.

Eric

Sr. Director, Product Development

What makes someone successful on your team?

Being coachable and having a positive attitude are the two most important factors. Asking for help shows that you're willing to learn. Every day is a learning experience for me and I love it! As with anything in life, it's important to have a positive energy and show up with a winning attitude.

Hai Yen

Sr. Sales Development Rep

What is your vision for the company?

Being a Smartling means being part of a community of incredibly smart and driven individuals, but also being part of a tribe that really enjoys each others company. We get together at least once a month for anything from bowling to company picnics to baseball outings. I like to describe our culture as "work hard, play hard".

Annette

Head of Marketing

What are some things you learned at the company?

I've learned so much at Smartling, but I would say learning about different technical integrations into complex tech stacks has been the most impactful. Having had a very basic understanding, this knowledge has been helpful in growing and closing opportunities! We have an amazing team of Solution Engineers who are always ready and willing to help.

Jose

Sr. Account Executive

What are Smartling Perks + Benefits

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
Employee Stock Purchase Plan
Child Care & Parental Leave Benefits
Generous Parental Leave
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Professional Development Benefits
Job Training & Conferences
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