Technical Content Manager / Writer

Ring is looking for a Technical Content Product Manager to join our rapidly growing team. You to work in a fast-pace, challenging, rapidly scaling technical environment with real opportunity for professional growth. You must be a driver and seek to have autonomy, visibility, ownership and flexibility. 

Responsibilities

  • Write/edit/update all customer-facing and internal technical support documentation, FAQs, help articles and training guides.
  • Reduce complex troubleshooting steps and processes into digestible easy-to-follow steps for customers of in all demographics in multiple channels, including print, online and in-app documentation.
  • Serve as primary technical liaison between Engineering, Product Development, UI/UX, Customer Support and Marketing teams for current and future product functionality and features from a customer perspective.
  • Streamline and track communications within organization: Updates, Releases, Trends, New Features, Known Issues, General Product Usage.
  • Provide daily/weekly updates to Technical Customer Support team in other geographic locations.
  • Create concise messaging for internal agents that bridges the technical and marketing aspect of the product.
  • Proactively improve public-facing support materials and process for implementation.
  • Involved in all stages of the support content creation process from investigation of future product concepts and digestion of technical engineering documentation to writing, revision, and peer review.
  • Responsible for direct implementation and quality assurance of final public article product.
  • Utilize communication skills to effectively give instructions to team members and to guide content creation.
  • Communicate directly with product managers and engineers to break down new product concepts and help create technical content development plans.
  • Strategizing creative ways to lead customers to support materials at the time they are needed.

Knowledge, Skills & Abilities

  • Ability to learn new systems, software, and methods of content implementation quickly!
  • Knowledge Base/User Help Systems
  • Technical Writing and Communication
  • User Documentation (guides, tips, FAQs, online help and video)
  • Mobile / Web Help
  • Application Testing for help and Documentation
  • Product/Functional specifications, release notes, documentation
  • Analytics tools such as Mixpanel, GA
  • Social media support
  • NPS survey

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