Technical Writer - Knowledge

Welcome to Jackrabbit Technologies.

Jackrabbit Technologies is the leading provider of software and services that help youth activity centers -- gymnastics, dance, cheer, swim, music, childcare, and others -- grow and operate efficiently.  We are an entrepreneurial-minded, rapidly growing SaaS company that has been recognized as one of the Best Places to Work in North Carolina and one of North Carolina’s Top Industry-Driven Technology Companies. Jackrabbit Technologies’ SaaS solution powers over 7000 clients in 35 countries around the world.

Our culture empowers YOU. 

We hire people passionate about what they do, provide them with the tools to succeed, and then get out of their way!  Living our vision, mission, and values, our people are what make Jackrabbit Technologies an awesome place to work. And that “awesome place” is virtual--all of our employees enjoy the privilege of working remotely. We always have and always will. 

What you'll do. 

The Technical Writer - Knowledge is responsible for creating and maintaining clear, accurate, and user-focused product documentation that helps clients understand and successfully use Jackrabbit. This role supports the company's knowledge management efforts by developing help center content, feature documentation, release notes, and other product-related resources.

You will partner closely with Product, Support, Implementation, and Development teams to understand product functionality, document changes, and ensure knowledge resources remain accurate and up to date. This role plays a key part in helping clients learn new functionality and stay informed as the product evolves.

Success in this role requires strong writing skills, attention to detail, curiosity about how software works, and a commitment to creating content that improves the client experience.

Key Responsibilities:

Product Documentation & Release Communications

• Create and maintain help center content focused on product features, workflows, and functionality.
• Write and publish release notes for product enhancements, updates, and bug fixes.
• Create feature overviews, how-to guides, and supporting documentation for new product functionality.
• Translate complex technical concepts into clear, concise, and user-friendly content.
• Ensure documentation is accurate, current, and aligned with product behavior.

Knowledge Content Maintenance

• Review and update existing content to maintain accuracy and relevance.
• Identify content gaps and opportunities to improve knowledge resources.
• Support ongoing content maintenance initiatives across the help center.
• Follow established content standards, templates, and style guidelines.
• Assist with content organization and knowledge management best practices.

Cross-Functional Collaboration

• Partner with Product teams to understand upcoming enhancements and product changes.
• Collaborate with Support and Implementation teams to identify documentation needs and recurring client questions.
• Gather information from subject matter experts to ensure content accuracy.
• Incorporate stakeholder feedback into content updates and improvements.
• Contribute to continuous improvement of knowledge resources and documentation processes.

What you're about.

Required:

• Bachelor's degree in Communications, Computer Science, Business Administration, or related field; or commiserate combined education and applicable experience.
• 2+ years of experience in technical writing, documentation, content development, knowledge management, or related roles.
• Advanced written communication skills with the ability to explain complex concepts clearly.
• Strong attention to detail and commitment to content quality and accuracy.
• Ability to learn software functionality and business workflows quickly.
• Experience managing multiple content projects and priorities.
• Proven organizational, problem-solving, and collaboration skills.
• Ability to travel up to 10% (Charlotte-based) or 25% (non-Charlotte-based).
• Must have reliable high-speed internet access. 
• US Citizens or Green Card holders with no special circumstances living in the US. 

Preferred:

• Experience creating software documentation, help center content, or product communications.
• Experience working within SaaS, technology, or software environments.
• Familiarity with knowledge management principles or Knowledge-Centered Service (KCS).
• Experience working with knowledge bases, help centers, or content management systems.

Core Competencies: 

1. Communicates Effectively - Creates clear, concise, and user-focused content that makes complex information easy to understand.
2. Collaborates - Works effectively with Product, Support, Implementation, and Development teams to gather information and create accurate documentation.
3. Manages Complexity - Synthesizes information from multiple sources and translates technical concepts into practical, user-friendly content.
4. Plans and Aligns - Manages competing priorities and content deliverables while supporting team and organizational goals.
5. Nimble Learning - Quickly learns new product functionality, workflows, and business concepts and applies that knowledge to documentation and content creation.

Success in this role is measured through:

• Accuracy and quality of product documentation and release communications
• Timely delivery of documentation for product enhancements and releases
• Effectiveness and usability of help center content
• Maintenance and improvement of existing knowledge resources
• Cross-functional collaboration and stakeholder satisfaction
• Continuous improvement of content quality and documentation processes

What you will love about us.

• Our Culture!  Read what our employees say about working at Jackrabbit on Glassdoor.  
• We work remotely.  We always have - we always will!   
• Our Health and Wellness Benefits. Medical, Dental, Vision, Flexible Spending, HSA and Dependent Care Accounts. 
• We help you with the unexpected. Company-Paid Disability and Life Insurance. Opportunity to elect Critical Illness and Accident Insurance.  Plus confidential access to legal and life counseling and mental health support available 24/7.   
• Your future looks bright at Jackrabbit. 401(k) with a generous company match, access to financial planning. 
• We pay you to play, rest, recharge, and balance your life. Paid Time Off, Paid Parental, Paid Caregiver and Sabbatical leaves. 
• You will grow your skills with us. Annual allowance for professional development.
• We give back. Paid Time to volunteer in your community.

Jackrabbit is committed to providing a workplace free from discrimination or harassment. We expect every member of the Jackrabbit team to do their part to cultivate and maintain an environment where everyone has the opportunity to feel included and is afforded the respect and dignity they deserve.

Decisions related to hiring, compensating, training, evaluating performance, or terminating are made fairly, and we provide equal employment opportunities to all qualified candidates and employees. We examine our unconscious biases and take responsibility for always striving to create an inclusive environment that makes every employee and candidate feel welcome.