• Technical Leadership – Lead a high-performing technical writing team by providing expertise, coaching, mentorship, and guidance to foster career growth and technical development. Oversee the delivery of key projects by managing tasks and priorities and ensuring successful outcomes. Cultivate a collaborative and innovative environment that supports individual growth and team success. Guide team members as they build technical expertise, while contributing to their professional advancement within the organization.

• Research & Writing – Develop an in-depth understanding of our SaaS products, staying current with the latest features and enhancements to create accurate, effective customer-facing documentation. Work closely with subject matter experts, product leaders, technical teams, and regional partners to ensure documentation is comprehensive, up to date, and properly translated for global audiences. Contribute directly by producing high-quality content—such as product guides, release notes, and video scripts—ensuring clarity, consistency, and usability.

• Documentation Strategy & Management – Develop and implement strategies to enhance the product documentation library, ensuring alignment with company goals and customer needs. Establish clear, user-friendly standards that empower customers to effectively use our products, troubleshoot issues, and adopt best practices. Evaluate and manage knowledge base tools, such as Zendesk, configuring workflows and optimizing operations to improve usability. Lead global documentation efforts, ensuring that localization projects maintain content standards and quality across regions. Continuously assess and refine writing processes, tools, and workflows to maximize efficiency, productivity, and documentation quality for the entire team.

• Partnerships & Project Management – Build and maintain strong partnerships with cross-functional teams such as Product Management, Engineering, Success, Support & more to gather feedback and insights for documentation improvements. Take ownership of outcomes by aligning goals and timelines. Act as the primary lead on special projects involving technical writing, ensuring smooth project execution. Collaborate with global teams to manage localization projects, ensuring high-quality, on brand content across multiple languages.

• Other duties as needed

Required Qualifications

• 2+ years of experience writing for SaaS products required.

Preferred Qualifications

• Bachelor’s degree in English, Communications, Information Technology, Computer Science, or a related field preferred, or equivalent experience.
• 8+ years of progressive experience in corporate documentation, such as a Technical Writer role.
• 3+ years of experience in direct people leadership with full responsibility for delivering department projects.
• You uphold the highest editorial standards, with a sharp eye for detail, and have an innate ability to coach, guide and develop others to exceed expectations and reach new heights.
• Experience with FedRAMP, global documentation (localization and multilingual processes), and SaaS release cycle project management a plus.
• A project management expert with proven ability to oversee technical writing teams and customer-facing documentation on a global scale, covering regions such as Japan, Germany, Spain, Portugal and beyond.
• Previous experience with IT operations software, such as Remote Monitoring and Management (RMM) tools or similar IT software, is a huge plus.
• You are a hands-on admin with deep expertise in the Zendesk knowledge base or a similar platform, adept at managing configurations, optimizing workflows, and ensuring smooth operations.
• Experience conducting tool evaluations for knowledge base platforms, including developing evaluation criteria and business plans to achieve objectives.
• Ability to distill complex technical documentation into simple, easy-to-understand concepts for various skill levels.
• You have a passion for explaining technical topics to audiences with varying levels of technical understanding.
• Proven ability to communicate effectively across all forms—written, verbal, visual, emotional intelligence (EQ), and digital—with individuals at all levels of the organization, fostering alignment and collaboration.
• Proven experience collaborating with senior-level Product Managers and creating documentation for SaaS products will set you apart.
• You are a self-driven professional who thrives in both autonomous and collaborative environments, capable of navigating the demands of a fast-paced, ambiguous setting.
• You align with our values (Curiosity, Integrity, Kindness, Humility) and are committed to fostering an environment where these values thrive.
• A good sense of humor! We work hard and have fun doing it!

• What You’ll Love

• We are a collaborative, kind, and curious community.

• We honor your flexibility needs with full-time work that is hybrid remote.

• We have you covered with our comprehensive benefits package, which includes medical, dental, and vision insurance.

• We help you prepare for your financial future with our 401(k) plan.

• We prioritize your work-life balance with our unlimited PTO.

• We reward your work with opportunity for growth and advancement.

• Additional Information

• This position is NOT eligible for Visa sponsorship.

• Due to operational policies, NinjaOne is unable to hire for this role within the city limits of Chicago. We will consider all qualified candidates who reside outside of the city proper or are willing to self-relocate.

• All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, veteran status, or any other status protected by applicable law. We are committed to providing an inclusive and diverse work environment.