Technical Writer (Remote Eligible - Costa Rica)

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 prioritization tasks

Experience with content production, for example, moving a document from a draft stage in one tool and formatting and publishing it to a CMS

Experience using one or more content management systems (experience using Drupal 9 or newer is a plus)

Demonstrated experience integrating AI tools into professional workflows, including building custom AI configurations (such as GPTs or Gems) and connecting LLMs to external platforms

A point of view on where AI is taking technical writing, incuding familiarity with AI writing tools and an interest in expanding how AI is used in content workflows

Smartsheet Product Certification preferred by not required

Perks & Benefits:

Fully paid Health & Life insurance for full-time employees and family members

Monthly stipend to support your work and productivity

Asociacion Solidarista with employee and employer contributions, as well as potential alliances with entities such as universities, gyms, etc.

12 days paid Vacation + Flexible Time Away Program

20 weeks fully paid Maternity Leave

12 weeks fully paid Paternity/Adoption Leave

Personal paid Volunteer Day to support our community

Opportunities for professional growth and development, including access to Udemy online courses

Company Funded Perks, including a counseling membership and your own personal Smartsheet account

Teleworking options from any registered location in Costa Rica (role-specific)