Documentation Manager

| Greater NYC Area
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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.

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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

NY

An Insider's view of Smartling

How would you describe the company’s work-life balance?

My managers and colleagues alike share immense respect for work/life boundaries. As part of a remote organization with teams across different time zones, trust and flexibility are the norm. And when it comes time for a vacation, I know that my team has processes in place to ensure I can truly log off!

Kelly

Sr. Customer Success Manager

How do you collaborate with other teams in the company?

The great thing about collaboration at Smartling is that teams are really focused on outcomes and measured deliverables. This helps everyone know what they need to do to support one another and get positive results.

Andrew

Associate Director, Language Services

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

How do you empower your team to be more creative?

Simply by focusing on outcomes over outputs. Defining a goal and giving each team member the autonomy to approach it in their own way encourages experimentation, taking risks, and thinking outside of the box.

Grace

Sr. Director, Product

How do you make yourself accessible to the rest of the team?

In our new remote work reality, I make sure to schedule regular check-ins with my team members. I also stay close to Slack where they can reach out at any point. Knowing when to switch from written communication to a call becomes also essential to avoid misunderstanding.

Valerie

Senior Director, Language Services

What are Smartling Perks + Benefits

Culture
Open door policy
OKR operational model
Open office floor plan
Flexible work schedule
Remote work program
Diversity
Mandated unconscious bias training
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Financial & Retirement
401(K)
401(K) matching
Company equity
Child Care & Parental Leave Benefits
Generous parental leave
Family medical leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Professional Development Benefits
Job training & conferences
Promote from within
Paid industry certifications

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