PagerDuty, Inc. (NYSE:PD) is a global leader in digital operations management. Trusted by nearly half of both the Fortune 500 and the Forbes AI 50, as well as approximately two-thirds of the Fortune 100, PagerDuty is essential for delivering always-on digital experiences to modern businesses.
Join us. At PagerDuty, you'll tackle complex problems, collaborate with kind and ambitious people, and help build a more equitable world—all in a flexible, award-winning workplace.
PagerDuty is looking for a Technical Content Writer to oversee our customer-facing documentation (Knowledge Base) and contribute to customer training content for PagerDuty University (PDU)—supporting both end users and internal teams. Your responsibilities will include maintaining a high quality standard for our documentation, setting guidelines, writing content and enabling others to add content to our documentation. This role will be part of our Customer Education team and will work closely with many other teams across the business. Work will be divided approximately 70% on the Knowledge Base and 30% on PDU.
Our team prides itself in providing amazing support and high quality communication to our rapidly growing customer base. We measure success in our documentation by how well it serves both customers and internal customer-facing teams. You’ll play a crucial role in ensuring that our documentation scales with our company and enables our teams to help our customers be successful in using our product.
Responsibilities
Your responsibilities will include:
- Developing a thorough understanding of the entire PagerDuty product portfolio and staying up to date on product changes and messaging
- Writing clear and easy-to-follow documentation for our customers
- Maintaining documentation standards and workflows, including style guides, contributor processes, and internal Customer Support content, so documentation stays current and organized.
- Conducting QA on internal contributions to customer-facing docs
- Maintaining the company Knowledge Base and working cross-functionally with other teams to ensure quality standards across all customer-facing documentation
- Managing cross-functional projects related to documentation, working closely with Support, Product, and other internal teams to help individual contributors reach documentation goals
- Providing QA support for eLearning projects and instructor-led training content, acting as SME for technical topics
- Storyboarding training content in an engaging manner for online learning (e.g., courses, job aids, video demos, etc).
- Working closely with teammates to determine resource requirements and plan projects
Requirements
You REALLY need to have:
- 1-3 years previous experience as a copywriter, technical writer, writing customer-facing documentation in a Customer Education or Support role
- Ability to write about technical subjects in a clear and engaging manner, breaking down complex topics for multiple audiences to understand
- Strong active listening skills, with the ability to absorb domain-specific terminology, ask clarifying questions, and translate technical terms into plain language.
- Must be comfortable working in a fast-paced environment with multiple projects on the go. The ability to manage and prioritize your projects effectively is critical.
- Exceptional attention to detail with a keen eye for spelling, grammar and syntax
- Comfortable leveraging AI prompts to create crisp, user-friendly documentation
- Ability to collaborate effectively with multiple stakeholders across the organization
- Excellent work ethic, tenacious, and resourceful
- Ability to be a self-starter is crucial, especially with learning new concepts and features
- Comfortable brainstorming ideas to organize growing volume of content
It’s a plus if you have:
- Technical experience with coding, Linux, desktop support, or HTML
- Experience with community and documentation platforms (examples: ReadMe.io, Discourse, Zendesk Help Center)
- Knowledge of adult learning principles
- Experience in instructional design
The base salary range for this position is 72,000 - 109,000 CAD. This role may also be eligible for bonus, commission, equity, and/or benefits.
Our base salary ranges are determined by role, level, and location. The range, which is subject to change based on primary work location, reflects the minimum and maximum base salary we expect to pay newly hired employees for the position. Within the range, we determine pay for an individual based on a number of factors including market location, job-related knowledge, skills/competencies and experience.
Your recruiter can share more about the specific offerings for this role, as well as the salary range for your primary work location during the hiring process.
If you are within a 50 mile radius of the Toronto office, it is required to come in two times per week, so you can thrive in your new role and fully embrace being a Dutonian!
Hesitant to apply?
We encourage you to submit your resume even if you don't meet every requirement. We value potential and consider each candidate's full professional story. Whether you're exploring a career change or taking your next step, we look forward to reviewing your application. If this just isn’t the right role or time - sign up for job alerts!
Where we work
PagerDuty operates a hybrid work model with offices in 8 major cities: Atlanta, Lisbon, London, San Francisco, Santiago, Sydney, Tokyo, and Toronto. While we offer flexibility within our established locations, we cannot employ candidates residing in:
Location restrictions:
Australia: Northern Territory, Queensland, South Australia, Tasmania, Western Australia
Canada: Alberta, Manitoba, Newfoundland, Northwest Territories, Nunavut, PEI, Quebec, Saskatchewan, Yukon
United States: Alaska, Hawaii, Iowa, Louisiana, Mississippi, Nebraska, New Mexico, Oklahoma, Rhode Island, South Dakota, West Virginia, Wyoming
Candidates must reside in an eligible location, which vary by role.
How we work
Our values guide how we support customers, collaborate with colleagues, develop products, and foster a culture of belonging. They define not just our actions, but what it means to be Dutonian.
People Leaders at PagerDuty are responsible for creating high performance environments that drive accountability. PagerDuty has four key dimensions that define our Leadership Impact: Lead Self, Lead the Team, Lead the Business, and Lead the Future. Each dimension has three associated competencies to give leaders a shared language for guiding their development, career, promotion, and succession planning discussions. Our Manager Expectations serve as a practical guide for managers to understand their responsibilities, prioritize their efforts, and drive engagement and performance.
What we offer
As a global organization, our total rewards approach is competitive with industry standards and aligned with local laws and regulations. Learn more, including country-specific offerings, on our benefits site.
Your package may include:
- Competitive salary
- Comprehensive benefits package
- Flexible work arrangements
- Company equity*
- ESPP (Employee Stock Purchase Program)*
- Retirement or pension plan*
- Generous paid vacation time
- Paid holidays and sick leave
- Dutonian Wellness Days & HibernationDuty - companywide paid days off in addition to PTO
- Paid parental leave: 22 weeks for pregnant parent, 12 weeks for non-pregnant parent (some countries have longer leave standards and we comply with local laws)*
- Paid volunteer time off: 20 hours per year
- Company-wide hack weeks
- Mental wellness programs
*Eligibility may vary by role, region, and tenure
About PagerDuty
PagerDuty, Inc. (NYSE:PD) is a global leader in digital operations management. The PagerDuty Operations Cloud is an AI-powered platform that empowers business resilience and drives operational efficiency for enterprises. With a generative AI assistant at its core, PagerDuty empowers teams to detect and resolve issues in real time, orchestrate complex workflows, and drive continuous improvement across their digital operations. Trusted by nearly half of both the Fortune 500 and the Forbes AI 50, as well as approximately two-thirds of the Fortune 100, PagerDuty is essential for delivering always-on digital experiences to modern businesses
PagerDuty is Great Place to Work-certified™, a Fortune Best Workplace for Millennials, a Fortune Best Medium Workplace, a Fortune Best Workplace in Technology, and a top rated product on TrustRadius and G2.
Go behind-the-scenes on our careers site and @pagerduty on Instagram.
Additional Information
PagerDuty is an equal opportunity employer. PagerDuty does not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, parental status, veteran status, or disability status. Your privacy is important to us. By submitting an application, you confirm that you have read and understand PagerDuty's Privacy Policy.
PagerDuty is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process. Should you require accommodation, please email [email protected] and we will work with you to meet your accessibility needs.
PagerDuty uses the E-Verify employment verification program.
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