Vanta

Compensation

Full Description

Job Description: • Own and maintain technical documentation for integrations, ensuring consistency, accuracy, and clarity across all channels. • Partner with EPD to align documentation timelines with product release schedules, ensuring documentation is ready at launch. • Produce a wide range of support content, including: • Internal snippets and guides for tools like Fin Co-Pilot and AI-powered chats • Training programs, workshops, and live customer facing educational webinars • External documentation like FAQs, tooltips, and troubleshooting guides • Enable internal teams to close tickets faster by embedding smart documentation within support workflows. • Reduce the volume of integration-related support tickets by: • Driving a 40% decrease in escalations per month (e.g., 50 ➝ 30) • Reducing customer support requests via Slack by 50% (e.g., 110 ➝ 55) • Influence upstream support metrics in partnership with the Support team, such as: • Reducing time to resolution for integration tickets • Increasing AI-powered support ticket deflections • Decreasing the total number of new integrations-related tickets by 100 per month Requirements: • 3–5+ years of experience in technical writing, developer documentation, or product support enablement; preferably in a SaaS or API-heavy environment. • Experience writing about or supporting integrations, APIs, or developer-facing products. • Exceptional communication and collaboration skills; you're comfortable working with engineers and support reps alike. • Strong understanding of how to write for different audiences: technical users, non-technical customers, and internal teams • Comfort with metrics-driven work and ability to use documentation to drive measurable impact. • A natural drive to understand how systems work end-to-end, including edge cases and backend dependencies. • Willingness to dig into unfamiliar platforms (e.g., a new cloud provider) to document them thoroughly • Tools & Experience: • Cloud platforms: AWS, Azure, GCP • Developer tools: GitHub, GitLab, Bitbucket, Swagger/OpenAPI • Identity and ticketing systems: Okta, Azure AD, Google Workspace, Jira, Zendesk • Writing/publishing: Markdown, Git, ReadMe/Docusaurus, internal tools like Notion or Confluence • Experience with AI-powered knowledge systems or a support deflection tool Benefits: • 100% covered medical, dental, and vision benefits with dependents coverage • 16 weeks fully-paid parental Leave for all new parents • Health & wellness and remote workplace stipends • Family planning benefits through Carrot Fertility • 401(k) matching • Flexible work hours and location • Open PTO policy • 11 paid holidays in the US