Lead Tech Writer

About Freshworks

Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering software that is affordable, quick to implement, and designed for the end user. Headquartered in San Mateo, California, Freshworks has a global team operating from 13 global locations to serve more than 65,000 companies -- from startups to public companies – that rely on Freshworks software-as-a-service to enable a better customer experience (CRM, CX) and employee experience (ITSM).

Freshworks’ cloud-based software suite includes Freshdesk (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshchat (AI-powered bots), supported by Neo, our underlying platform of shared services.

Freshworks is featured in global national press including CNBC, Forbes, Fortune, Bloomberg and has been a BuiltIn Best Place to work in San Francisco and Denver for the last 3 years. Our customer ratings have earned Freshworks products TrustRadius Top Rated Software ratings and G2 Best of Awards for Best Feature Set, Best Value for the Price and Best Relationship.

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We are seeking a highly skilled and experienced technical writer to join our Product Documentation team. As a technical writer at Freshworks, you will play a crucial role in creating clear, concise, and comprehensive content that helps our users understand and maximize the value of our products.

• Work independently and develop comprehensive and precise product documentation, including solution articles, user guides, online help content, etc. 
• Collaborate with product managers to understand new features and product updates, and develop effective documentation. 
• Simplify complex technical details into simple language suitable for both technical and non-technical audiences. Maintain consistent style, tone, and terminology across the documentation while aligning with the overall product messaging and branding.
• Conduct regular reviews and quality assurance checks of existing documentation to ensure accuracy and relevance.
• Work closely with product managers, support, and marketing teams to gather information and insights to develop customer-facing materials, such as training/how-to videos, and user guides.
• Collaborate with the support team to establish best practices for maintaining the overall health of product documentation.
• Efficiently plan and manage multiple documentation projects simultaneously. Organize information effectively and structure documents to provide better usability and accessibility.
• Stay updated on industry standards and incorporate them into documentation processes.

• Bachelor's degree in Computer Science, Engineering, Technical Communication, or a related field.
• 4-6 years of experience as a Technical Writer, preferably in a SAAS company or similar technology.
• Strong knowledge of technical writing best practices, standards, and guidelines.
• Excellent written and verbal communication skills, with a keen eye for detail.
• Ability to work independently, prioritize tasks, and meet deadlines in a fast-paced environment.
• Strong collaboration skills with the ability to work effectively across cross-functional teams. Comfortable seeking information from subject matter experts and capable of adapting to changing project requirements.
• Ability to manage multiple projects concurrently.

At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.