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Simpplr is an AI-powered intranet platform that unifies the digital workplace for over 1,000 organizations including AAA, NHS, Penske, and Moderna. The company uses a proprietary EX Knowledge Graph to deliver personalized information and actions across communications, engagement, employee services, and work.
You'll join the Technical Support team as a Technical Writer, responsible for creating and maintaining documentation that helps customers understand and use the Simpplr platform. Reporting into Support, you'll work closely with support agents and leaders to identify knowledge gaps and prioritize content updates. You'll also partner with product managers, designers, and engineers to document features before launch.
Key responsibilities include: writing and updating knowledge base articles (admin guides, how-tos, troubleshooting); identifying common customer issues through support data; drafting release notes, in-app help text, and UX microcopy; owning one or two product areas; creating screenshots and screen recordings; explaining AI features and their guardrails; writing content optimized for both human readers and AI assistants; reviewing and editing other writers' work; maintaining KB health through style guides and terminology consistency; and refreshing outdated documentation.
You'll need 3–6 years of technical writing or product content experience, ideally in B2B SaaS. Strong understanding of enterprise software (permissions, roles, integrations, multi-step workflows) is essential. You should have clear, concise writing skills, familiarity with style guides (Microsoft, Google), and product thinking that connects features to user problems. Experience with content management systems, API documentation, information architecture, and support data analysis is required. Nice-to-haves include intranet/employee experience product background, Knowledge-Centered Service (KCS) exposure, AI/LLM writing experience, and content design systems knowledge.
The role offers meaningful ownership from day one, mentorship from a senior IC, direct partnership with support/product/design teams, and visibility into how your work impacts customer success.
