Technical Writer, Customer Empowerment - Customer Success, Glint

GSO: Glint  |  Sunnyvale, California

Position description

Position at LinkedIn

Technical Writer, Customer Empowerment - Customer Success, Glint

Glint helps you see into your organization in revolutionary ways, giving you the power to create real impact on employee engagement, retention and business performance. Glint leverages real-time people data to give leaders and managers a holistic view of an organization’s health, the insight to predict problems, and direction to take action. Glint was acquired by LinkedIn in November 2018, to accelerate LinkedIn's commitment to helping organizations hire, engage, and develop their people. https://www.glintinc.com.

LinkedIn was built to help professionals achieve more in their careers, and every day millions of people use our products to make connections, discover opportunities and gain insights. Our global reach means we get to make a direct impact on the world’s workforce in ways no other company can. We’re much more than a digital resume – we transform lives through innovative products and technology.

Searching for your dream job? At LinkedIn, we strive to help our employees find passion and purpose. Join us in changing the way the world works.

As a Technical Writer, you will write accurate, engagining, user-friendly documentation that adheres to Glint style guidelines. You will be a core part of the Customer Empowerment (CE) team working closely with product management, our CE Customer Success (CS) Program Manager and CE Knowledge Manager and Community Manager to create resources that do not just document what the product does, but accelerates a user from novice to power user. 

This role will be based in either the San Francisco or Sunnyvale, CA, or Remote Home Office depending on which location the candidate chosen for the role is currently residing.

Responsibilities:

  • Develop deep, functional knowledge of the Glint platform, currently Engage and Perform.
  • Analyze existing and potential content, focusing on reuse and single-sourcing opportunities
  • Work collaboratively with subject matter experts to gather, validate, and develop technical information for delivery to diverse audiences in a clear and concise fashion.
  • Test both the product and its documentation for accuracy and consistency
  • Use multimedia (photographs, drawings, diagrams, animations and charts) to increase platform understanding.
  • Participate in peer review process
  • Produce electronic documentation to be posted on the Glint community platform and internal resources. 
  • Publish documentation to support release notes.
  • Partner with existing Glint team to manage updates and revisions to technical material based on software release notes.
  • Help identify necessary revisions to training materials based on software release notes.
  • Attend team, project related, and ad-hoc meetings as needed
  • Performs other duties as assigned

Basic Qualifications:

  • 5+ years of technical writing experience
  • 3+ years in SaaS technology writing, training and/or support
  • 3+ years HR/Saas related platform experience
  • BA/BS Degree in Communication, Technical Writing, English, or related field; or equivalent experience

Preferred Qualifications:

  • A positive attitude willing to jump in and tackle new challenges
  • Excellent attention to detail and the ability to prioritize and work on multiple projects in a fast-paced, changing environment
  • Proven experience working in a technical writing position
  • Excellent written and verbal communication skills
  • Proficiency in MS Office
  • Experience working with preferred tools: Confluence/Jira, 
  • Able to write in explanatory and procedural styles for multiple audiencesExperience working with Agile/Scrum software development teams
  • Experience working in a SaaS company
  • Experience working with Subject Matter Experts (SMEs) both in-person and remote
  • Ability to execute enterprise level, cross-functional programs

 


Application Process Information

As a part of the application process for some Sales roles at LinkedIn, candidates may be asked to complete a series of online games, created by pymetrics to assess certain candidate qualities to help evaluate a candidate’s potential match for the position. If the pymetrics process applies to this role, you will receive an invitation with additional information. LinkedIn reviews the pymetrics results alongside other information about candidate qualifications as a part of the application review.

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