Technical Writer


SMG is an experience management provider that offers a software with a service (SwaS) solution to help brands improve customer + employee experiences.

Job Description

As a Technical Writer, you will be part of a team of writers creating high-quality knowledge-based articles and training materials for clients and SMG Associates. As a member of the Knowledge Team, you will be responsible for documenting all knowledge and internal procedures and maintaining our Help Centers. We make using our software easy for clients and SMG Associates.

We are looking for Technical Writers who have a passion for learning and are skilled in communicating the knowledge they’ve gathered with any audience. We want people who are detail-oriented, organized, and methodical, but who also are creative and willing to take on new challenges.

✅  As a Technical Writer at SMG, this is what you will do:  

  • Write high-quality, standardized Knowledge Base Articles (KBAs) based on knowledge transfer sessions recorded on video, closed tickets from client interactions, and existing internal resources on SharePoint and MS Teams

  • Update existing KBAs based on new releases

  • Develop training materials that demonstrate competence using a variety of tools

 To be a Technical Writer you must: 

  • Have 3+ years of recent experience in documenting software applications for customers (external users) and employees (internal users).

  • Have experience working with Subject Matter Experts (SMEs) to gather knowledge.

  • Be fluent in English with excellent writing skills.

  • Be eager to learn and explore new software applications.

  • Proficiency in using an HTML editor to generate documentation, preferably Zendesk

  • Dedicated internet access (30Mb/s download / 20 Mb/s upload).

✅   Superstars and Senior Technical Writers also:  

  • Have 5+ years of recent Technical Writing experience.

  • Have experience reading and troubleshooting various coding languages, primarily C# & SQL, as well as supporting and troubleshooting web-based applications and APIs.

  • Have strong data and ticket analysis skills.

✅ What we offer to our talent: 

  • Fully Remote, infinite contract, full-time position

  • Unlimited PTO

  • 14 weeks of parental leave

  • A diverse, experienced, friendly team which will welcome, support and challenge you

  • BYOD – reimburse up to $1500 if you opt to purchase a device (either Mac or Windows)

 The Company 

SMG is a leading experience management (XM) provider, accelerating revenue for restaurants, retailers, and other location-centric consumer businesses by changing how brands act on customer + employee insights. With a rich 30-year history rooted in The Service Profit Chain, SMG is the industry’s only software with a service (SwaS) provider—uniquely pairing an enterprise software platform with professional services to help brands generate new revenue, grow existing revenue, reduce detractors, and drive operational efficiencies. To learn more about our customer, employee, and brand experience management (XM) solutions, visit

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