Principal Technical Writer

 LivePerson (NASDAQ: LPSN) is the global leader in enterprise conversations. Hundreds of the world’s leading brands — including HSBC, Chipotle, and Virgin Media — use our award-winning Conversational Cloud platform to connect with millions of consumers. We power nearly a billion conversational interactions every month, providing a uniquely rich data set and safety tools to unlock the power of Conversational AI for better customer experiences.  

At LivePerson, we foster an inclusive workplace culture that encourages meaningful connection, collaboration, and innovation. Everyone is invited to ask questions, actively seek new ways to achieve success and reach their full potential. We are continually looking for ways to improve our products and make things better. This means spotting opportunities, solving ambiguities, and seeking effective solutions to the problems our customers care about. 

Overview:

This candidate will join the Conversational Cloud Core Product team and play a pivotal role in shaping how our customers understand and utilize our platform spanning all the core products from Digital to Voice channels, Consumer Experiences over Web, Mobile App, SMS, WhatsApp, Google, Apple, Social channels, Brands experiences such as our workspaces and Copilot experiences, Integrations and more. You'll collaborate closely with cross-functional teams, including Product, UX, Engineering, to create comprehensive documentation that educates and guides users through the implementation, customization, and optimization of our solutions.

You will: 

• Content Development: Lead the creation of high-quality technical documentation, including user guides, API references, developer documentation, and tutorials, ensuring accuracy, clarity, and consistency.

  1. User Empathy: Champion a user-centric approach to documentation by understanding the needs, challenges, and preferences of our diverse user base, and tailoring content accordingly.
  2. Collaboration: Collaborate closely with Product Managers, Engineers, UX Designers, and other stakeholders to gather information and insights, and translate technical concepts into user-friendly documentation.
  3. Continuous Improvement: Proactively identify opportunities to improve existing documentation, tools, and processes, and drive initiatives to enhance the overall effectiveness and usability of our documentation.
  4. Quality Assurance: Conduct reviews and audits of documentation to ensure accuracy, completeness, and adherence to company standards and industry best practices.
  5. Training and Support: Provide training and support to internal teams and external partners on documentation tools, processes, and best practices.
  6. Knowledge Sharing: Share knowledge and expertise with the wider team through presentations, workshops, and other internal channels, fostering a culture of learning and collaboration.

You have:

• Bachelor's degree in Technical Communication, English, Computer Science, or a related field (Master's degree preferred).
• 12+ years of experience in technical writing, with a focus on software documentation, preferably in the SaaS or AI industry.
• Proven track record of creating clear, concise, and engaging technical documentation for both technical and non-technical audiences.
• Strong understanding of software development methodologies, APIs, SDKs, and other technical concepts.
• Proficiency in documentation tools and technologies such as Markdown, Git, JIRA, Confluence, and content management systems.
• Excellent communication, collaboration, and problem-solving skills.
• Ability to manage multiple projects simultaneously in a fast-paced, dynamic environment.
• Passion for learning new technologies and staying up-to-date with industry trends and best practices.

Benefits:  

• Health: medical, dental, and vision
• Time away: vacation and holidays
• Equal opportunity employer
• #LI-Remote

Why you’ll love working here: 

As leaders in enterprise customer conversations, we celebrate diversity, empowering our team to forge impactful conversations globally. LivePerson is a place where uniqueness is embraced, growth is constant, and everyone is empowered to create their own success. And, we're very proud to have earned recognition from Fast Company, Newsweek, and BuiltIn for being a top innovative, beloved, and remote-friendly workplace. 

Belonging at LivePerson:

We are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local law.

We are committed to the accessibility needs of applicants and employees. We provide reasonable accommodations to job applicants with physical or mental disabilities. Applicants with a disability who require reasonable accommodation for any part of the application or hiring process should inform their recruiting contact upon initial connection.

The talent acquisition team at LivePerson has recently been notified of a phishing scam targeting candidates applying for our open roles. Scammers have been posing as hiring managers and recruiters in an effort to access candidates' personal and financial information.  This phishing scam is not isolated to only LivePerson and has been documented in news articles and media outlets.Please note that any communication from our hiring teams at LivePerson regarding a job opportunity will only be made by a LivePerson employee with an @liveperson.com email address.

LivePerson does not ask for personal or financial information as part of our interview process, including but not limited to your social security number, online account passwords, credit card numbers, passport information and other related banking information. If you have any questions and or concerns, please feel free to contact recruiting-lp@liveperson.com