Technical Content Writer, Operations

Job Summary

Were looking for a Technical Writer, Operations to own the documentation that keeps our internal teams running smoothly. This role sits at the intersection of process, systems, and people turning how we do things here knowledge into clear SOPs, workflows, and runbooks that reduce ramp-up time, cut down on repeat questions, and keep operations consistent as we scale. You'll work closely with technical account management, support, operations, and engineering to document processes end-to-end.

Responsibilities

• Write and maintain Standard Operating Procedures (SOPs), runbook, and process playbooks for technical account management, support, onboarding, sales, and customer success teams
• Document internal workflows end-to-end, including escalation paths, team hand-offs, and decision points
• Partner with process owners and subject matter experts to capture undocumented tribal knowledge and turn it into repeatable procedures
• Maintain platform and integration documentation supporting internal operations (setup steps, configuration references, troubleshooting guides)
• Audit existing SOPs on a regular cadence to catch outdated steps, process drift, and gaps introduced by product or system changes
• Standardize documentation formats and templates so SOPs are consistent, scalable, and easy to follow under time pressure
• Organize documentation in a central knowledge base or wiki with clear ownership, versioning, and review cycles
• Turn SOPs into structured training material to support new-hire onboarding
• Work with operations leads to identify where missing or unclear documentation is causing errors, delays, or inconsistent outcomes
• Track documentation health (coverage, staleness, usage) and report gaps to stakeholders

Requirements

Must have

• 57 years of experience in technical writing, process documentation, or operations-focused roles within a SaaS, software, or technology environment
• Demonstrated experience writing SOPs, runbook, or playbooks for operations, account management, or support teams
• Experience documenting software platforms and integrations well enough to translate them into operational procedures
• Strong ability to interview subject matter experts and convert verbal or ad-hoc processes into structured, repeatable documentation
• Excellent writing, editing, and proofreading skills, with close attention to sequencing, accuracy, and edge cases
• Comfort mapping workflows and cross-team hand-offs (flowcharts, swim lanes, or similar) to clarify process ownership
• Familiarity with documentation and knowledge base tools (e.g., Confluence, Notion, HubSpot, or similar)
• Strong organizational skills, with the ability to manage and prioritize documentation across multiple ops workstreams
• Comfort working cross-functionally with engineering, product, TAM, and support teams including across time zones with global teams
• Bachelors degree in English, Communications, Business, Engineering, or a related field (or equivalent practical experience)
• A self-starter who thrives in a fast-paced startup environment and can jump in, observe, and test processes independently

Nice to have

• Familiarity with Property Technology (PropTech), RUBS (Ratio Utility Billing System), or utility billing processes
• Experience with process improvement or operational excellence frameworks (e.g., Lean, Six Sigma, or similar)
• Familiarity with workflow/process mapping tools (e.g., Lucidchart, Miro, Visio)
• Prior experience embedded within or directly supporting a Technical Account Management (TAM), Support, or Operations team
• Experience with basic APIs, webhooks, or system integrations
• Experience tracking documentation metrics or running periodic SOP audits

Job Details

• Job Type: Full time
• Job Title: Technical Content Writer, Operations
• Location: Chandigarh, India
• Schedule: Night Shift 6:30 PM to 3:30 PM

Disclaimer : This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.