From Fivetran’s founding until now, our mission has remained the same: to make access to data as simple and reliable as electricity. With Fivetran, customer data arrives in their warehouses, canonical and ready to query, with no engineering or maintenance required. We’re proud that more organizations continue to leverage our technology every day to become truly data-driven.

Fivetran is looking for a  seasoned Technical Writer with experience creating documentation that targets the immediate customer experience: information that is situation critical, concise, accurate, and easy to understand. This writer is highly qualified with a strong background working with customer support teams creating and curating information to resolve customer issues. This role will report to the Director of Technical Communications.

As the Technical Writer dedicated to the Customer Support Experience (CSE) organization you will be responsible for developing and delivering content that ensures customers have quick access to understandable, accurate and high quality answers to their issues. You will work with Customer Support Engineers to develop processes and procedures that support key initiatives throughout the support funnel from self service and case deflection to the support request portal experience.  The successful candidate will be customer focused, collaborative, and responsive.

Technologies You’ll Use

This role will deal with a variety of content development tools, issue tracking and product development tools, and

  • GitHub and Markdown
  • Zen Desk
  • Data tracking and analysis tools such as Looker, Survicate, Sigma

What You’ll Do:

  • Create and maintain Knowledge Base Articles in support of the Fivetran Customer Support organization 
  • Develop a KBA template easy for support engineers to use, and consistent for customers to view
  • Implement and maintain usage and governance policy for KBAs that deals with when KBAs get included in core documentation or archived, published internally or externally
  • Mentors writers and non-writers (developers, support engineers) in writing and editing practices

Skills We’re Looking For:

  • Works effectively with a globally distributed team
  • Ability to create customer content that has high usability and accuracy
  • Successfully collaborates with cross-functional teams
  • Owns and manages projects with significant impact on the achievement of department results

Perks of Working with Us:

  • Dental and Health Insurance Benefits
  • Life Insurance, Income protection and Pension Plan
  • Equity in early-stage, Series D Scale-up
  • A healthy work culture with excellent opportunities for professional and personal development.
  • Family Leave Program
  • Company happy hours and virtual Team building events
  • Social/ Wellness/ Volunteer activities

We’re honored to be valued at over $5.6 billion, but more importantly, we’re proud of our core values of Get Stuck In, Do the Right Thing, and One Team, One Dream.

Fivetran brings together high-quality talent across the globe to make data access as easy and reliable as electricity for our customers. We value and recognize that our customers benefit from having innovative teams made of people from many backgrounds, experiences and identities. Fivetran promotes diversity, equity, inclusion & belonging through attracting, recruiting, developing and retaining a diverse workforce, not only because it is the right thing to do, but because it helps us build a world-class company to better serve our customers, our people and our communities.

To learn more about Fivetran’s culture and what it’s like to be part of the team, click here and enjoy our video.

To learn more about our candidate privacy policy, you can read our statement here.

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