As the world’s leading provider of cloud-based software and technology solutions delivered by managed service providers (MSPs), Datto believes there is no limit to what small and medium businesses can achieve with the right technology. Datto offers Unified Continuity, Networking, and Business Management solutions and has created a one-of-a-kind ecosystem of MSP partners. These partners provide Datto solutions to over one million businesses across the globe. Since its founding in 2007, Datto continues to win awards each year for its rapid growth, product excellence, superior technical support, and for fostering an outstanding workplace. With headquarters in Norwalk, Connecticut, Datto has global offices in the United Kingdom, Netherlands, Denmark, Germany, Canada, Australia, China, and Singapore. Learn more at The Technical Writer will report to the Associate Manager, Knowledge Management. 


A Look Inside the Job:

  • Interpret highly-technical concepts as simple messaging, conveyed through text and pictures, for a technical knowledge base with a global audience
  • Learn and demonstrate knowledge proficiency in the Backupify and Datto SaaS Protection product lines
  • Produce and maintain high-quality knowledge base content for assigned product lines that is useful to partners and internal support representatives, meets applicable standards, and is appropriate for its intended audience
  • Integrate with Product Management and agile scrum teams to understand upcoming product deliverables and their documentation requirements
  • Define knowledge curation requirements for upcoming product releases by analyzing existing and potential content, focusing on reuse and single-sourcing opportunities
  • Complete article creation & curation assignments from the Knowledge Manager which require collaboration with Customer Support and Product Management stakeholders for content creation
  • Work with Knowledge Management leadership to help create and maintain the information architecture
  • Must be able to work quickly and accurately
  • Must be able to run meetings and develop solutions for stakeholders
  • Must be able to deliver content on short notice and under shifting or short deadlines
  • Must be able to propose ideas and participate in strategic planning
  • Must be able to use a consistent voice and tone for the brand across the Knowledge Base and other support channels
  • Must be able to prepare charts, graphs, infographics, or forms to go along with articles where needed
  • Must be able to understand, apply, and adhere to workflows defined in a Content Standard
  • Must be able to accept article quality feedback, adjust copy as necessary, and proofread for grammar, spelling, and Content Standard adherence
  • Must be able to perform peer review of coworkers’ content with a high degree of accuracy and detailed feedback

About You:

  • Proven working experience in the creation of technical documentation that uses technical style
  • Technical background preferred, specifically in Software as a Service (SaaS); backup or Datto-specific knowledge is a plus
  • Capable of high levels of autonomy, self-management, and stakeholder management
  • Excellent attention to detail, particularly as it relates to documentation quality
  • Ability to take abstract requirements and translate them into full-fledged technical documentation which meets the needs of the target audience
  • Able to work independently for long periods without specific direction
  • Ability to translate technical or complex ideas into concise, bite-sized, technical articles
  • Ability to work with internal and external stakeholders at all organizational level to develop messaging and gather technical details
  • Desire to work in a fast-paced, agile software development environment with shifting priorities and objectives is essential
  • Proactive team member, good listener with diplomacy, flexibility, and grace under pressure
  • The ability to deliver high-quality documentation while paying close attention to detail
  • The ability to meet short deadlines and adapt to changes quickly
  • The ability to work with ticketing systems accurately and completely
  • The ability to work extended shifts and respond to stakeholder requests at varying hours
  • Excellent written English skills
  • College degree and 2+ years’ experience in writing technical copy

At Datto, we believe our employees are our greatest asset and offer all full-time employees a wide-ranging benefits package, including:

  • Comprehensive health-care benefits
  • Free lunch every Friday
  • Flexible paid time off policy
  • Free food, drinks, and fresh organic fruit
  • Fitness reimbursement
  • Charity match program
  • Transit subsidy in select cities
  • Education reimbursement
  • And more!

By submitting an application, you acknowledge we will process your data in order to consider you for the position you apply for and for other open positions within our company for which you may be suited.  We collect and store your data in accordance with our Recruiting Privacy Practices.

Datto is an equal opportunity employer.

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