Senior Technical Documentation Specialist

Title and Summary

Senior Technical Documentation SpecialistJob Title: Senior Technical Documentation Specialist, Priceless Platform, Pune, India

Overview

Are you passionate about creating clear and precise technical documentation? We're looking for someone who can collaborate with internal and external teams to create technical and customer facing documentation as well as troubleshoot technical issues. If you thrive in a high-growth, fast-paced startup-like organization within Mastercard, we want to hear from you.

The Priceless Platform was created by a Silicon Valley startup that Mastercard acquired. We are experiencing significant growth, and we are looking for a seasoned Technical Support Engineer in Europe, with experience in troubleshooting technical issues.

An e-commerce like workflow platform, Priceless Platform is Mastercards premium B2B2C platform. It delivers experiences and benefits to banks and partners globally, for their customers. Even after becoming part of Mastercard, we continue to run at high velocity, and drive impact. Our portfolio is expanding significantly, and we need to flawlessly execute to grow the business, while also designing and building for scale.

Role

We are looking for a Technical Writer who will work closely with our engineers to create software documentation that reflects the software or system for the end-users. This includes both user-facing documentation, such as technical manuals and tutorials, and internal engineering documentation including code diagrams and API references.

The Technical Writer serves as a crucial link, translating complex technical jargon into comprehensible language for stakeholders, facilitating seamless communication between engineers, developers, and business units. By ensuring that both user-facing and internal documentation are precise and clear, this role aids in aligning technical capabilities with business objectives, thereby driving efficiency and innovation across the organization.

This position will report to the manager in San Francisco, US.

Responsibilities

Disseminate technical information in easy-to-understand language for a non-technical audience

Have technical accuracy in writing user documentation

Create software documentation after a thorough collaboration with subject matter experts and technical staff

Help others in creating documentation when needed

Ability to take existing and potential content and improve it

Convert complex documentation to easy language for multiple audiences

Create product manuals with screenshots and tutorials

Write documentation for internal teams such as developers and programmers as well as external - customer facing

Communicate complex ideas in a concise manner

Actively participate in internal initiatives within the support organization.

Creating runbooks

Take ownership of, investigate and resolve technical issues with a focus on maximizing customer satisfaction

Your background and experience

5+ years of proven experience in writing technical documentation

Experience with debugging websites on mobile and desktop.

Excellent verbal and written communication skills in English, any other languages considered as an advantage

Ability to understand front-end technologies such as HTML/CSS/PHP/JavaScript. Experience in reading and comprehending code is beneficial for this role.

Familiarity with relational databases and ability to write SQL queries for data validation.

Troubleshooting and problem-solving experience with REST API, front-end and back-end web technologies

Excellent problem-solving and analytical skills with keen attention to detail.

Understand and explain complex technical concepts

Effective communication skills, both verbal and written, with strong relationship, collaborative, and organization skills.

Knowledge of software development lifecycle (SDLC) and agile methodologies.

Experience working with technologies like Markdown, Swagger OpenAPI

Bonus:

Solid understanding of software testing methodologies, principles, and best practices.

Experience with continuous integration and delivery (CI/CD) pipelines, version control systems (e.g., Git) and build tools (e.g., Jenkins, BitBucket).

Self-motivated and able to work independently as well as in a team environment.

Proficiency in test automation tools and frameworks would be beneficial for the role (e.g. Playwright, Selenium WebDriver, Appium, TestNG, Junit, Cucumber etc.)

Previous developer or QE experience is a plus

Education:

Bachelor or Masters Degree in Computer Science or equivalent