Associate Technical Writer (Remote Eligible - Costa Rica)

We are seeking an Associate Technical Writer to plan, develop, and maintain customer-facing content for the Smartsheet Help Center and internal product documentation. You'll partner with the product team to deliver and maintain documentation that serves as the foundation for customer and internal enablement. As an Associate Technical Writer, you own documentation quality across our product knowledge base — enabling customers, internal teams, and AI experiences to self-serve and reducing support and training burden. You'll contribute to improvement initiatives across our documentation, guides, and video content while managing rapid product changes.

You will report to the Manager, Content Team based in the US. This role is eligible for remote work within Costa Rica. You must reside in Costa Rica.

You will

• Immerse yourself in Smartsheet’s product line and learn the technologies and features as needed to document them accurately
• Speak and write proficiently in English
• Distill specification documents and internal technical FAQs and use the information to create targeted, quality, customer-facing content. Deliverables include but aren’t limited to:
• Technical articles for the Smartsheet Help website (how to, reference, FAQ, troubleshooting)
• Content for eLearning modules or videos
• Internal documentation
• Visual aids for Help content (screenshots, gifs, etc.)
• Work with Subject Matter Experts (SMEs) to ensure the technical accuracy of your work
• Track and report on your own project assignments and schedule, working towards hard deadlines
• Use AI tools to accelerate content production, improve quality, and scale output—applying established team workflows and experimenting with new approaches as the tooling evolves
• Work on improvement projects to implement content governance tools, improve processes, and document changes
• Contribute to templates, processes, and standards that support consistent, scalable content production
• Manage content production tasks (move content from draft document format to the content management system and publish it)
• Review and compile internal change requests and customer feedback and use this information to recommend and implement content changes
• Support video content production including scripting and recording
• Maintain the Smartsheet Help and Learning style guide
• Interpret and factor in data—such as data from Google Analytics—to help plan and prioritize your work
• Optimize content for discoverability via Search

You have

• 2+ years of experience writing or editing content for a variety of audiences on the web
• A BA in English, Technical Communication, or a related discipline (or equivalent experience)
• Basic understanding of and ability to use HTML formatting
• Strong command of English language both oral and written (C1 and above)
• Experience developing templates and processes for ensuring consistent delivery
• Understanding of SEO and GEO best practices
• Experience using analytics tools (Google Analytics, for example) to make impactful content decisions
• A passion for technology and familiarity with the benefits and challenges of working on a SaaS product
• An ability to distill technical jargon and turn it into clear and professional language that is customer-focused
• Familiarity with video content production — scripting, screen recording, or light editing
• Experience creating screenshots and/or visual diagrams to promote understanding of complex ideas (experience with Photoshop or an equivalent image compositing tool is a plus)
• Strong organizational skills and an ability to perform basic project management and prioritization tasks
• Experience with content production, for example, moving a document from a draft stage in one tool and formatting and publishing it to a CMS
• Experience using one or more content management systems (experience using Drupal 9 or newer is a plus)
• Familiarity with AI tools in professional workflows, including interest in building custom AI configurations and connecting LLMs to external platforms
• A point of view on where AI is taking technical writing, including familiarity with AI writing tools and an interest in expanding how AI is used in content workflows
• Smartsheet Product Certification preferred but not required