Senior Technical writer and Knowledge Manager

About Glean

We’re on a mission to make knowledge work faster and more humane. We believe that AI will fundamentally transform how people work. In the future, everyone will work in tandem with expert AI assistants who find knowledge, create and synthesize information, and execute work. These assistants will free people up to focus on the higher-level, creative aspects of their work.

We’re building a system of intelligence for every company in the world. On the surface, you can think of it as Google + ChatGPT for the enterprise. Under the hood, our platform is the connective tissue between AI and knowledge. It brings all of a company’s knowledge together, understands it at a deep level, provides industry-leading search relevance over it, and connects it to generative AI agents and applications.

Glean was founded by a seasoned team of former Google search and Facebook engineers who saw a need in the enterprise space for their technical depth and passion for AI. We’re a diverse team of curious and creative people who want to help each other get big things done—so we can help other teams do the same. 

We're backed by some of the Valley's leading venture capitalists—including Sequoia, Kleiner Perkins, Lightspeed, and General Catalyst—and have assembled a world-class team with senior leadership experience at Google, Slack, Facebook, Dropbox, Rubrik, Uber, Intercom, Pinterest, Palantir, and others.

About the role

Are you an expert with words and enjoy making complex information accessible and engaging? Glean is seeking our first Senior Technical Writer to build out our cross-functional technical writing and documentation practice. Join us to shape the future of knowledge management and revolutionize how we approach and manage information.

We’re looking for a great communicator, both verbal and in writing, with strong technical aptitude and the ability to learn quickly. You’re inquisitive, asking great questions and digging deep with subject matter experts to understand our platform and our users. You will create organized and professional content in partnership with R&D that is tailored to a plethora of users. You will also work closely with cross-functional team members in GTM (Sales, Customer Success, Marketing) to ensure a single source of truth for all technical documentation across Glean. This role (and subsequent team you will build) will oversee both internal and external technical documentation, processes, and tooling with input from all business areas ensuring the system and content is functional, up-to-date, and aligned with our platform and roadmap.

Key Responsibilities

• Develop and maintain the source of truth for comprehensive technical documentation in partnership with our engineering and product teams for pre-sales and post-sales processes, including user guides, help articles, system overviews, developer relations, and integration instructions
• Define and implement the content information structure, including where documents should live and how they should be organized
• Collaborate closely with engineering leads on documentation process improvements, documentation discoverability, and long-term knowledge management
• Collaborate with the engineering team and other stakeholders to gather necessary information and ensure the accuracy of technical documents
• Establish and maintain a consistent tone and style across all technical documents, ensuring a highly professional and easy-to-understand presentation
• Continuously update and revise documentation to ensure alignment with the latest product updates, features, and best practices
• Manage multiple projects and priorities effectively, ensuring timely delivery of high-quality documentation
• Champion continuous improvement by measuring the impact of technical documentation efforts through various metrics and analytics

Preferred qualifications

• You're comfortable owning the documentation experience from concept through to publish and enjoy taking projects from 0 to 1
• You have technical know-how and are comfortable with code, especially APIs
• You care about the knowledge management field and enhancing our customers experience with great documentation
• Excellent people and management skills to interact with staff, colleagues, cross-functional teams, and third parties
• You're comfortable with ambiguity and documenting nascent feature offerings
• Bachelor's degree in Technical Writing, English, Communications, Engineering, or a related field
• 5+ years of experience in technical writing, preferably within the SaaS industry
• Demonstrated ability to create clear, concise, and comprehensive technical documentation
• Excellent project management and organizational skills, with the ability to prioritize and manage multiple projects simultaneously
• Strong communication and interpersonal skills, with experience working with engineering teams and other stakeholders
• Proficiency in documentation tools and technologies, such as Zendesk, Confluence, markdown, etc. Experience with Trust Portals, ex. Safebase, Conveyor
• Familiarity with GitHub, GitLab, or similar tools
• Ability to work with languages such as Markdown, HTML, XML, CSS, or YAML to write, edit, and troubleshoot deliverables
• Experience creating visuals such as workflow, integration, entity diagrams using common tools like Lucidchart, Mermaid, or Visio.
• Familiarity with best practices in technical writing, for example, single sourcing, following a department style guide, and writing for localization and accessibility
• Familiarity with common productivity and communication tools (Jira, Confluence, Slack)

Benefits

• Competitive compensation
• Healthcare
• Flexible work environment
• Transparent culture
• Learning and development opportunities
• Company events
• Free meals