Sr. Technical Writer (Remote Eligible - Costa Rica)

About the position For over 20 years, Smartsheet has helped people and teams achieve–well, anything. From seamless work management to smart, scalable solutions, we’ve always worked with flow. We’re building tools that empower teams to automate the manual, uncover insights, and scale smarter. But more than that, we’re creating space– space to think big, take action, and unlock the kind of work that truly matters. Because when challenge meets purpose, and passion turns into progress, that’s magic at work, and it’s what we show up for everyday. We are seeking an experienced Senior Technical Writer to plan, develop, and maintain customer-facing content for the Smartsheet Help Center and internal product documentation. You will collaborate with various teams to learn and write about new product features. Your role is to produce technical content that adheres to style guidelines and deadlines while being concise and clear. You’ll partner with the product team to deliver and update product documentation that forms the base for other content builds in the company. Smartsheet has a rapid delivery cadence, and our content must keep pace. Your role as a Senior Technical Writer includes improvement projects for the site, reporting, internal processes, and the Drupal integration. You will report to the Manager, CE Enablement Knowledge Experiences based in the US. This role is eligible for remote work within Costa Rica. You must reside in Costa Rica.

Responsibilities

• Immerse yourself in Smartsheet's product line and gain an understanding of the technologies and features necessary for accurate documentation.
• Distill specification documents and internal technical specifications 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) and/or API documentation on the dev website 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
• Review the work of other writers and mentor them as they develop technical writing expertise
• Leverage AI tools to accelerate content production, improve quality, and scale documentation output—modeling best practices for AI-assisted writing workflows across the team
• Track and report on your own project assignments and schedule, working towards hard deadlines
• Define and create templates and processes to help standardize and operationalize technical content production
• Review and compile internal change requests and customer feedback and use this information to recommend and implement content changes
• Work with the Web Team to suggest Help site improvements for both the end user and the writers who are publishing content
• Maintain the Smartsheet Help and Learning style guide
• Optimize content for discoverability via Search
• Work on improvement projects to implement content governance tools, improve processes, and document changes.
• Other job duties as assigned.

Requirements

• 5+ 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
• Experience creating screenshots and/or visual diagrams to promote understanding of complex ideas
• 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)
• Demonstrated experience integrating AI tools into professional workflows, including building custom AI configurations (such as GPTs or Gems) and connecting LLMs to external platforms
• A point of view on where AI is taking technical writing—and the ability to translate that perspective into practical team workflows, tooling decisions, and process improvements

Nice-to-haves

• Smartsheet Product Certification preferred by not required

Benefits

• Fully paid Health & Life insurance for full-time employees and family members
• Monthly stipend to support your work and productivity
• Asociacion Solidarista with employee and employer contributions, as well as potential alliances with entities such as universities, gyms, etc.
• 12 days paid Vacation + Flexible Time Away Program
• 20 weeks fully paid Maternity Leave
• 12 weeks fully paid Paternity/Adoption Leave
• Personal paid Volunteer Day to support our community
• Opportunities for professional growth and development, including access to Udemy online courses
• Company Funded Perks, including a counseling membership and your own personal Smartsheet account
• Teleworking options from any registered location in Costa Rica (role-specific)