Technical Writer

Martello is looking for a Technical Writer to own technical documentation and training for our SaaS products. You will maintain/extend our MadCap Flare doc sets and training materials, keep it aligned with Mitel documentation standards, and build AI-assisted workflows that make documentation process faster, more consistent and easier to scale.

We’re looking for someone with experience developing and implementing AI-assisted workflows for drafting/updating/ reviewing/auditing technical content. You will assess readiness to implement workflows and recommend a plan to get us there, while continuing to build/maintain technical content using existing processes to keep pace with releases.

Working Arrangement

The documentation and training work in this role is 30–40 hours a week. We’re open to a contract, permanent position or other arrangement that works for both. If you bring skills beyond technical writing, such as marketing content, video or web, there’s room to build the role into a full-time position. Tell us more...

Key responsibilities

• Plan, write, and maintain clear, accurate customer-facing documentation, including installation, configuration, user, and troubleshooting guides

• Write and publish release notes for each release, including partner platform compatibility and changes to supported versions

• Develop and update training materials for customers/partners with each release

• Lead the introduction of generative AI into our documentation process by evaluating tools, defining workflows, and establishing guidelines, in collaboration with IT/Security, for how AI is used to draft, update, and review content. 

• Review and validate AI-assisted content for technical accuracy, completeness, and clarity, working closely with subject matter experts to ensure customers can trust what they read

• Design and maintain the information architecture of our documentation, structuring content for reuse across help sites, in-product guidance, and AI-powered support tools such as chatbots and search

• Create short how-to videos for common tasks, using AI tools where they improve speed or quality, such as for scripting/narration/editing
• Develop and maintain a style guide and terminology standards that keep all content consistent with our voice 
  
• Partner with Product/Engineering/Support to stay ahead of product changes and identify documentation gaps
• Track documentation effectiveness using customer feedback, support trends, and content usage data
• As AI adoption grows, share best practices for effective, responsible use of AI in content creation with other teams
• Manage Flare project health: topics, snippets, variables, conditions, TOCs, targets and output builds

Required qualifications

• 5+ yrs experience writing customer-facing technical documentation for B2B or enterprise software products

• Hands-on MadCap Flare experience, including single-sourcing, snippets, variables, conditional text, multiple targets, and HTML5 and PDF outputs

• Demonstrated experience using generative AI tools in a professional writing workflow, with examples of how they improved speed or quality while maintaining accuracy

• A critical, detail-oriented approach to reviewing content, including identifying factual errors, gaps, and inconsistencies in AI-generated drafts

• Ability to learn complex products quickly and explain them clearly to users with varying levels of technical knowledge

• Experience designing or restructuring documentation sets, including content organization, navigation, and reuse. 

• Experience creating training materials or other instructional content

• Proven ability to work independently with engineers, product managers, and support teams to gather information and drive content to completion

• Experience producing short instructional or how-to videos
  
• Excellent written English, with a strong command of style, tone, and terminology consistency
• A portfolio or writing samples demonstrating clear, well-structured technical content

Nice to haves

• Experience documenting Mitel or other unified communications, VoIP, network monitoring, or IT operations products

• Experience preparing documentation for AI-powered support tools, such as chatbots or AI search

• Experience introducing new tools or processes within a team/organization

• Experience with AI video tools for screen capture/scripting/voice narration/editing, so videos can be updated quickly when the UI changes

• Experience with docs-as-code practices (Git, Markdown, CI-based publishing) or with AI coding agents applied to documentation
• Experience building reusable AI assets such as prompt libraries/custom instructions/style-guide skills/review checklists

Skills that could expand the role to full time

• Creating digital media and marketing content, such as customer newsletters, promotional videos, brochures, slide decks and website content

• Editing website content in WordPress

• Coordinating vendor logistics for events, such as banners and promotional items
• Other strengths you think would add value to Martello. We’d love to hear

About Martello

We provide modern workplace optimization solutions that monitor the performance of cloud collaboration and productivity tools to give enterprises insight into the user experience

Martello offers a positive, diverse, and supportive culture. Martello Technologies is committed to supporting a culture of inclusion, diversity, and accessibility. We are proud to operate as an equal opportunity employer