Technical Writer (Remote Eligible - Costa Rica) at Smartsheet

We are seeking an experienced Technical Writer to plan, develop, and maintain customer-facing content for the Smartsheet Help Center and internal product documentation. You'll partner with the product team to deliver and maintain documentation that serves as the foundation for customer and internal enablement. As a Technical Writer, you own documentation quality and strategy across our product knowledge base—enabling both customers and internal teams to self-serve and reducing support and training burden. You'll drive improvement initiatives across our documentation, learning tracks, guides, and video content, while managing rapid product changes.

You will report to the Manager, CE Enablement Knowledge Experiences based in the US. This role is eligible for remote work within Costa Rica. You must reside in Costa Rica.

You Will:

• Immerse yourself in Smartsheet's product line and gain an understanding of the technologies and features necessary for accurate documentation.
• Distill specification documents and internal technical specifications and use the information to create targeted, quality, customer-facing content. Deliverables include but aren’t limited to:
• Technical articles for the Smartsheet Help website (how to, reference, FAQ, troubleshooting) and/or API documentation on the dev website
• Content for eLearning modules or videos
• Internal documentation
• Visual aids for Help content (screenshots, gifs, etc.)
• Produce customer-facing video content, including scripting, recording, and light editing in collaboration with stakeholders and subject matter experts
• Work with Subject Matter Experts (SMEs) to ensure the technical accuracy of your work
• Use AI tools to accelerate content production, improve quality, and scale output—applying established team workflows and experimenting with new approaches as the tooling evolves
• Track and report on your own project assignments and schedule, working towards hard deadlines
• Contribute to templates, processes, and standards that support consistent, scalable content production
• Review and compile internal change requests and customer feedback and use this information to recommend and implement content changes
• Work with the Web Team to suggest Help site improvements for both the end user and the writers who are publishing content
• Maintain the Smartsheet Help and Learning style guide
• Optimize content for discoverability via Search
• Work on improvement projects to implement content governance tools, improve processes, and document changes.
• Other job duties as assigned.

You Have:

• 3-5 years of experience writing or editing content for a variety of audiences on the web
• A BA in English, Technical Communication, or a related discipline (or equivalent experience)
• Basic understanding of and ability to use HTML formatting
• Strong Command of English language both oral and written (C1 and above)
• Experience developing templates and processes for ensuring consistent delivery
• Understanding of SEO and GEO best practices
• Experience using analytics tools (Google Analytics, for example) to make impactful content decisions
• A passion for technology and familiarity with the benefits and challenges of working on a SaaS product
• An ability to distill technical jargon and turn it into clear and professional language that is customer-focused
• Familiarity with video content production—scripting, screen recording, or light editing
• Experience creating screenshots and/or visual diagrams to promote understanding of complex ideas
• Strong organizational skills and an ability to perform basic project management and prioritizat

More jobs at Smartsheet

• Web Producer — -REMOTE, USA-
• Sr. Director, Pipeline Strategy — -REMOTE, USA-
• Sr. Manager, Service Operations (Remote Eligible - US) — -REMOTE, USA-
• Senior Manager, Indirect Tax — -REMOTE, USA-
• Principal Technical Product Marketing Manager — AI — Bellevue, WA, USA
• Principal Product Marketing Manager — Vertical Industries — Bellevue, WA, USA
• Senior AI ML Operations Engineer I — Bangalore, INDIA
• Sr. Regional Enablement Manager — London, UK