Technical Writer

Remote (Bay Area Preferred) /
CX /
Full-time
Tonkean is the OS for business operations, transforming operations teams from facilitators into Makers with an enterprise-grade, no-code process orchestration platform. By abstracting the technical knowledge required to automate, monitor, and manage mission-critical business processes, Tonkean enables enterprises to drive operational efficiency while reducing technical debt.

Tonkean builds a bridge between business and IT, allowing IT to partner with business teams to drive agility while ensuring compliance & security. Using Tonkean, IT can create custom, reusable action blocks called "enterprise components" that enable key capabilities like updating data in existing systems, interacting with people, or deploying NLP & OCR technology. These components can then be shared securely with business operations teams, in a no-code studio, to orchestrate business processes across functions and systems by adding business logic. Business operations teams can become more self-sufficient, and IT teams can scale with confidence.

Enterprises like Lyft, EVERSANA, Instacart, Grubhub, Crypto.com, and more rely on Tonkean to optimize and align their operations across functions—including sales, marketing, customer support, legal, finance, and more. With Tonkean, enterprises can expand the pie of who can deliver software, making a world of Makers.

ROLE OVERVIEW
Our Customer Experience Team is responsible for customer experience, training and support on the Tonkean platform. Working closely with our customers on their hardest problems, we ensure they get the most out of our platform and applications. This includes everything from developing and deploying end-to-end solutions to providing in-depth technical support to delivering education and training programs and helpful documentation.

As a Technical Writer, you’ll be responsible for creating useful content for our community of Makers both inside and outside the company. Our documentation is essential to the Maker experience, and we care deeply about usability and productivity. We’re seeking someone with a strong technical foundation, astute writing ability, user empathy and a sense of curiosity to understand the product.

If this opportunity excites you, we'd love to talk.

WHAT YOU WILL WORK ON

    • Lead documentation programs and initiatives, owning content creation and driving standards, guidelines and best practices for article version control processes.
    • Partner with Engineering, Product and Customer teams to create overall system and user documentation for the Tonkean platform, product release features, patch updates, and connecting systems and API’s to Tonkean
    • Organize documentation, make it easily discoverable, maintainable, and searchable
    • Collaborate intently, exercising user empathy and user advocacy
    • Produce technically accurate and well-written documentation, conducting regular technical reviews to ensure quality and accuracy
    • Research new and complex product features and dig into source code (and Jira) to collect technical details for documentation as needed

ABOUT YOU

    • 4+ years technical writing experience in the software industry
    • Excellent communication skills, with the ability to convey highly-technical concepts clearly and precisely
    • Masterful command of the English language
    • Experience writing technical documentation from scratch
    • Experience scoping and scaling out an entire learning center ecosystem that includes articles, tutorials, FAQ’s, and more.
    • Experience organizing technical documentation, making it accessible to end users
    • Strong critical reading, writing and editing fundamentals
    • Familiarity with APIs, distributed systems and modern cloud infrastructure
    • Independent and self-driven with the ability to prioritize, multitask and own projects from end-to-end

    • Tonkean welcomes everyone. We believe every member of our team enriches our diversity and inclusion by broadening our ways of problem-solving for future challenges. Even if you don't meet 100% of the qualifications for this job, we strongly encourage you to apply.

OUR VALUES

    • There Is Always A Way.  At Tonkean, we believe that nothing is impossible.  There is a solution to every problem - you just need to find it.  
    • Think People First.  We believe in investing in, empowering, and prioritizing people. We work as a team and win as a team. We listen with purpose as we speak with courage. We believe in diversity.  We always ask ourselves: Is this giving value to our customers? Is this improving our team? Is this helping me be better?
    • Start With Why And Fail Fast. We believe that progress is the only way forward; that action is always better than no action; that innovation requires bravery.  We believe that every worthwhile “how” starts with an important “why.” If you know the “why”, and you can learn from it, It’s never a failure. It is the operational cost of progress.
    • No BS.  To matter, you must - stay focused, keep it simple and always move the needle.  We don’t have time for BS. We don’t waste energy; we prioritize efficiency; we stay focused; and we always try to optimize for what’s important. 

PERKS AND BENEFITS

    • Work with a talented yet humble team
    • Competitive compensation & equity package
    • Virtual social events, and annual company retreats
    • 401k, Medical, dental, and vision insurance 
    • Tonkean provides each employee with a new laptop, monitor, headset, keyboard and mouse 
    • Remote employees receive a one-time work from home setup stipend of $500(USD) upon commencing employment to purchase desk, chair and other work from home tools.  
    • A once-in-a-lifetime career opportunity to get onboard a fast-growing business that is venture-backed by Accel, Lightspeed Venture Partners and Foundation Capital
Tonkean welcomes everyone. We believe every member of our team enriches our diversity and inclusion by broadening our ways of problem-solving for future challenges. Even if you don't meet 100% of the qualifications for this job, we strongly encourage you to apply.

Tonkean is an Equal Opportunity Employer and participates in the U.S. Federal E-Verify program. We believe diversity is important to building a successful business and do not discriminate based upon race, religion, color, national origin, sex, reproductive health decisions or related medical conditions, sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or any other status protected by the laws or regulations in the locations where we operate. Pursuant to the San Francisco Fair Chance Ordinance, we will consider qualified applicants with criminal histories.