Knowledge Collaborator – Software Technical Writer at SugarCRM

Remote
SugarCRM

Knowledge Collaborator / Software Technical Writer – remote

  • U.S. – HOME-BASED
  • ENG – KNOWLEDGE
  • FULL-TIME

About SugarCRM, Inc.

SugarCRM is a customer experience (CX) leader enabling businesses to create profitable customer relationships by delivering highly relevant, personalized experiences throughout the customer journey. We empower companies to strengthen existing customer relationships, create new ones through actionable insights and intelligent automation and better understand the customer at every stage of the journey. This enables businesses to accelerate demand generation, grow revenue, deliver superior customer care and increase loyalty. Our easy-to-use, intuitive platform makes customer experience easy and accessible for everyone, allowing marketing, sales and services professionals to focus on high-impact, value-adding activities that create customers for life.

SugarCRM will continue to offer a flexible workplace supporting employees interested in either working in one of our physical offices, working from home, or working from a combination of the two. Please work with your recruiter to understand any location constraints of a particular role and to communicate your location preferences.

SugarCRM is looking for a sharp and empathic individual to join the Knowledge Management team as a Technical Writer. Knowledge Management specializes in documenting Sugar applications for end users, providing our audience of customers, partners, and employees a source of truth in the form of comprehensive product guides as well as articles focusing on best practices, troubleshooting guidance, and use-case overviews. As part of SugarCRM’s product group, this team’s members attend product grooming and design sessions to champion the user perspective and provide unparalleled product expertise.

Ideal candidates will have a background in software, write with an exacting attention to detail, and be comfortable sharing honest feedback with product managers and engineers. The position is a unique opportunity to write user-centric product documentation and to help shape the future of SugarCRM products.

Impact you will make in the role:

  • Prepare, edit, and publish product documentation for software releases including user guides, release notes, knowledge base articles, and other resources.
  • Serve as the company SME (subject matter expert) on the products that you document.
  • Collaborate with other departments to help identify product gaps or conflicts and influence the design of new product features in upcoming releases.
  • Focus on user needs and adhere to our style guide in all content creation.
  • Maintain and improve existing documentation to ensure information is current and easy to locate.
  • Contribute to the improvement of SugarCRM’s support site functionality and user interface.

Expertise you will bring in:

  • 2+ years of experience as a software technical writer, software developer, CRM administrator, marketing automation administrator, or technical support engineer
  • Enthusiasm for educating customers with a proven ability to write user-centric content
  • Very strong attention to detail with proficiency in grammar and written communication
  • Ability to speak to all levels of application users (end users, admins, and developers) in a clear and concise manner
  • Intense focus on user needs and passion for building excellent software
  • Confidence to manage projects independently as well as contribute as part of a large group
  • Thoughtful advocacy for positive process and organizational changes
  • 4-year degree or equivalent experience

Preferred:

  • In-depth understanding of Sugar Sell, Sugar Serve, Sugar Market, and related applications
  • Experience contributing to software feature planning
  • Working knowledge of Linux, Apache, MySQL, PHP and other web application technologies

We are an Equal Opportunity, Affirmative Action employer. Minorities, women, veterans and individuals with disabilities are encouraged to apply.

Benefits and Perks:

Beyond a stellar work environment, friendly people, and inspiring work, we have some great benefits and perks:

  • Competitive salaries
  • Excellent medical, dental and vision coverage for you and your family, along with other benefit plans like 401(k) match
  • Unlimited paid time off policy
  • Health/Wellness: Quarterly chair massages, Wellness Reimbursement Program
  • Career & Personal Development Program – multi-platform
  • Regular social events and birthday celebrations (yes, sweet treats are a big deal at SugarCRM)
  • Ownership is the greatest self-identity at SugarCRM – you are making an impact now

We are a merit-based company – many opportunities to learn, excel and grow your careerWe understand that no candidate is perfectly qualified for any job. Experience comes in different forms; many skills are transferable; and passion goes a long way. Even more important than your resume is a clear demonstration of dedication, impact, and the ability to thrive in a fluid and collaborative environment. We want you to learn new things in this role, and we encourage you to apply if your experience is close to what we’re looking for. We also know that diversity of background and thought makes for better problem solving and more creative thinking, which is why we’re dedicated to adding new perspectives to the team.

Benefits and Perks:

  • Beyond a stellar work environment, friendly people, and inspiring work, we have some great benefits and perks:
  • Excellent medical, dental and vision coverage for you and your family, along with other benefit plans including 401(k) match
  • Unlimited Paid Time Off
  • Wellness Reimbursement Program
  • Career & Personal Development Program – multi-platform
  • Social events with a focus on virtual events at this time
  • Ownership is the greatest self-identity at SugarCRM – you are making an immediate impact
  • We are a merit-based company – many opportunities to learn, excel and grow your career

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