Technical Writer
Job Summary
Job Description
The Technical Writer will be responsible for creating and maintaining comprehensive technical documentation to enhance the user experience for Cyara's products. This includes developing, updating, and managing documentation such as User Guides, Deployment Guides, API References, Release Notes, and Technical Whitepapers. The role involves collaborating with cross-functional teams, including Engineering, Product Management, and Customer Support, to develop a cohesive digital content library. Responsibilities also include researching products, documenting new features and updates, editing and standardizing content, ensuring global accessibility, using technical writing tools, and continuously improving content quality. The role requires understanding of complex subject matter and the ability to work in a fast-paced environment.
Must have:
- 3 years of experience in technical writing for software products.
- Experience using Atlassian Jira for task management.
- Experience using authoring tools like oXygen, XMetal and Madcap.
- Experience with DITA framework and version control (GIT).
- Experience writing structured content in XML, JSON, HTML, and Markdown.
- Proficiency in tools such as Jira, Zendesk, Adobe products.
Good to have:
- Experience using HTML/CSS for creating content.
- Experience with Zendesk, Salesforce, Wordpress, or similar.
- Experience with Python and Javascript.
17 skills required
Job Details
Cyara is the world’s leading Automated CX Assurance Platform provider, enabling leading brands across the globe to build better customer experiences faster. Through automated testing and monitoring, Cyara accelerates the delivery of flawless customer journeys across digital and voice channels while reducing the risk of customer-facing defects. Every day the most recognizable brands, including Airbnb and NAB trust Cyara to deliver customer smiles at scale. Our promise is Customer Smiles - Delivered at Scale, and as a member of Cyara’s team, you’ll be given the opportunity to bring that mission to fruition alongside our amazing community of fun-loving forward thinkers. Interested to find out more about us? Check out: www.cyara.com
Cyara is seeking a detail-oriented and highly skilled Technical Writer to join our Education and Digital Content team. This role involves researching, creating, and maintaining comprehensive technical documentation that enhances the user experience. The Technical Writer will collaborate closely with cross-functional teams, including Engineering, Product Management, and Customer Support, to develop a cohesive digital content library for Cyara’s users, partners, and stakeholders.
Want to know what it’s really like to join Cyara? Check out this link to meet some real Cyarans and read about their individual career journey with us: https://cyara.com/employee-profiles/
Cyara’s Values:
At Cyara, our values shape everything we do. We're passionate about Delivering Excellence by putting the customer first, collaborating globally, and always striving to improve. We take smart risks and Innovate Boldly, setting new standards and learning from every experience. Integrity First is our cornerstone—we value humility, authenticity, and respect for diversity, building trust in all we do. We Embrace Curiosity by empowering you to experiment, learn, and grow in a dynamic environment. At Cyara, our values drive us forward, shaping a culture where innovation and excellence thrive.
Cyara’s Diversity, Equity, Inclusive and Belonging:
At Cyara, we are dedicated to fostering a workplace that embodies equal opportunity and champions diversity, equity, inclusion, and belonging (DEIB). We strive to cultivate an environment where every individual feels valued, respected, and empowered to bring their whole selves to work, contributing unique perspectives and talents. Our commitment includes continuously evaluating and enhancing our policies, practices, and culture to align with our DEIB principles. We ensure a discrimination-free environment where individuals are evaluated solely on their merits and abilities, regardless of legally protected statuses such as sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, gender identity, veteran status, or medical condition. By celebrating our differences and championing inclusivity, we enrich our organization, make more thoughtful decisions, and drive collective success.
Let's talk about your role and responsibilities:
- Develop, update, and maintain high-quality documentation, including User Guides, Deployment Guides, API References, Release Notes, and Technical Whitepapers.
• Research and understand Cyara’s products through internal training and direct collaboration with subject matter experts.
• Work closely with Engineering teams, using the Atlassian Jira platform, to document new features and updates in a clear, structured, and concise manner.
• Edit and standardize technical content provided by Engineering to ensure consistency with Cyara’s style guide and industry best practices.
• Ensure all documentation is structured for global accessibility, making complex concepts easy to understand for a diverse audience.
• Utilize technical writing tools such as oXygen XML, XMetal, Madcap, and Articulate 360 to create and manage content.
• Implement and maintain documentation using the DITA framework and version control systems like GIT.
• Write and structure content in XML, JSON, HTML, and Markdown for seamless integration across platforms.
• Continuously improve content quality by incorporating feedback from customers and internal teams.
Let's talk about your skills/expertise:
- Minimum 3 years of experience in technical writing, creating documentation for software or technical products.
- Experience using Atlassian Jira for task management within an Agile environment.
- Experience using authoring tools such as oXygen, XMetal and Madcap to create and manage content.
- Experience maintaining documentation using the DITA framework and version control systems like GIT.
- Experience writing structured content in with XML, JSON, HTML and Markdown.
- Familiarity with systems and tools like Jira, Zendesk, and Adobe products such as Illustrator, Photoshop and InDesign.
- Proficiency in tools such as Jira, Zendesk, Adobe Illustrator, Photoshop, and InDesign.
- Experience with content management systems like Zendesk, Salesforce, WordPress, or similar platforms.
- Excellent communication skills in English (written and verbal) with an ability to write clear, concise, and grammatically accurate technical content.
- Strong organizational and project management skills, with the ability to work independently and within a team.
- Proven ability to quickly learn and understand complex subject matter.
- Proven ability working in a fast-paced environment with potential changing priorities.
- Proven ability to handle multiple projects simultaneously.
Other skills you may have:
- Experience using HTML/CSS for creating content.
- Experience with Zendesk, Salesforce, Wordpress, or similar.
- Experience with Python and Javascript.
Why you should join us:
At Cyara you’ll have the opportunity to work with a group of people who share common goals, are driven by a similar passion, and value the expertise of their peers. Cyara is committed to being an equal opportunity employer, focused on building and maintaining a diverse, inclusive and authentic workplace; and a work environment that is free from discrimination and harassment, based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy. At Cyara we appreciate and welcome the fact that our culture is living and growing as we continue to evolve over time. With this opportunity comes the chance to enjoy a flexible work environment, competitive compensation and a work culture that's results-oriented, fast-paced and focused on continuous improvement, whilst maintaining a family first, team oriented, and ever positive atmosphere.
Cyara cares for its own - you’ll feel that on your first day - and you'll get the chance to work for a global, growing company, and an all-inclusive team of innovators.
Interested? Know someone who might be? Apply online now.
Cyara are a Global Circle Back Initiative Employer - we commit to respond to every applicant.
Agencies: Thanks but we’ve got this one! Please, no phone calls or emails to any employees of Cyara outside of the Talent Acquisition team. Cyara’s policy is to only accept resumes from Agencies via the Cyara Agency Portal. Agencies must have a valid fee agreement in place and they must have been assigned the specific requisition to which they submit resumes, by the Cyara Talent Acquisition team before submitting any CV's. Any resume submitted outside of this process will be deemed the sole property of Cyara and, in the event, a candidate is submitted outside of this policy is hired, no fee or payment of any kind will be paid
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