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Technical Writer - Customer Success

Remote

At Submittable, we are transforming how organizations create social impact. Our platform empowers thousands of mission-driven organizations, from nonprofits to government entities, to make a difference in their communities and beyond. In 2024, our innovative software helped organizations worldwide run 30,000 programs, welcomed 1.2 million applicants, and facilitated the distribution of more than $10 billion in funding through our products on behalf of our clients.

We are on a mission to help organizations accelerate their impact, so we are proud to partner with organizations focused on Equity & Social Justice, Children & Education, Creative & Arts, Health & Wellness, Economic Justice & Opportunity, and Environment & Climate. At Submittable, technology and purpose converge, offering a unique opportunity to contribute to meaningful change. 

We are looking for an energetic collaborator to be the voice behind our award-winning help center library as Submittable’s Technical Writer.  In this role, you will be responsible for creating and maintaining high-quality documentation that supports the success of both internal teams and external users of our grant management platforms. Reporting to the Director of Implementation and embedded within the Professional Services team, you will work cross-functionally with Product, Engineering, Marketing, Customer Success, and Support to develop materials that clarify complex processes, enhance product understanding, and reduce support burden. Your work will play a critical role in driving product adoption, customer satisfaction, and internal knowledge-sharing at scale.

This role sits within the Professional Services Implementation team and supports documentation efforts across the full customer lifecycle, from onboarding and training to ongoing self-service. Submittable’s Professional Services principles are empathy, creativity in solutioning, and consistency. Our Vision is to passionately empower our users with the ability to accelerate change in the world, with confidence.  

How You’ll Make an Impact

  • Create clear, user-friendly guides, tutorials, and walkthroughs that support both new and experienced users of Submittable’s platform.
  • Write and maintain product documentation, including release notes and API guides, in close partnership with Product and Engineering teams.
  • Develop onboarding and self-service resources that accelerate customer time-to-value and reduce support needs.
  • Partner with Customer Success and Support to build troubleshooting guides, FAQs, and Help Center content that empowers users.
  • Support internal teams with knowledge-sharing resources, training materials, and documentation that make complex processes easy to understand.

What We’re Looking For

  • A strong communicator who can make complex ideas clear, engaging, and accessible to both technical and non-technical audiences.
  • Someone who takes ownership of documentation end-to-end, from drafting to publishing to updates.
  • A collaborator who builds strong relationships across teams and delivers reliable, high-quality content.
  • A creative problem solver who proactively improves resources and finds new ways to make them more useful.
  • Adaptability to work across multiple products, tools, and platforms with a user-first mindset.

What Success Looks Like

  • Users engage with and rely on Submittable’s Help Center and documentation resources.
  • Customers onboard more quickly and resolve more questions through self-service.
  • Support teams see fewer “how-to” tickets as documentation expands and improves.
  • Internal teams cite improved access to clear, consistent resources that support their work.

Skills & Experience That Help You Thrive

  • 3–5+ years in technical writing, preferably in a SaaS or enterprise software environment.
  • Experience creating documentation for Help Centers, Knowledge Bases, or Support Portals.
  • Familiarity with REST APIs and API documentation standards (OpenAPI/Swagger).
  • Comfortable using documentation tools like Jira, Zendesk, Confluence, Intercom, or Git-based systems.
  • Strong organizational skills and attention to detail.

Location: This is a remote, U.S.-based role — you must live and reside in the U.S. full-time. You’ll collaborate daily with Submittable’s global product and engineering teams, including our Indore, India office.

Salary Details: The annual salary range for this position is $65,000-$90,000. Actual compensation is based on factors such as the candidate's skills, qualifications, and experience. We also have a location-based compensation structure; there may be a different range for candidates in other locations.

We are interested in every qualified candidate eligible to work in the United States; however, we cannot accommodate scholastic or employment visas at this time. In addition, we are not able to consider applicants who reside in the following states: Alaska, California, Delaware, Louisiana, Maine, New Mexico, North Dakota, Oklahoma, Rhode Island, Vermont, Washington, West Virginia, and Wyoming.

Why Submittable?

Joining Submittable means becoming part of a forward-thinking, mission-driven company that values innovation, collaboration, and growth. We empower organizations working for social good with technology that accelerates their work, amplifies their impact, and drives meaningful change.

At Submittable, you’ll find a supportive, dynamic work environment where your contributions directly influence our success. If you thrive in a fast-paced, evolving environment and are excited to be part of a company dedicated to social impact, we invite you to apply!

Benefits: We are proud to offer highly competitive benefits to our full-time employees, including:

  • Comprehensive health and life insurance with optional HSA, FSA, and DCA accounts
  • 401(k) plan with employer match starting day one
  • Equity stock options to share in our success
  • Flexible hours, remote work options, and generous vacation and sick leave
  • Paid parental leave for mothers, fathers, and adoptive parents
  • Professional development stipends to support your career growth
  • Opportunities to participate in community outreach and volunteer programs
  • Monthly company-sponsored happy hours and gatherings to connect and unwind

Our Commitment to Inclusion & Belonging 

At Submittable, we believe technology is a force for good, driving social impact and enabling corporate social responsibility on a global scale. To achieve this, we are committed to fostering a workplace that values inclusion and belonging as central pillars of our culture.

We embrace the strength of our diverse community by creating a safe space where employees feel empowered to share ideas, celebrate unique experiences, and learn from one another. By prioritizing inclusion, we aim to build an environment where everyone can bring their authentic selves to work and make innovative contributions that enable our customers to tackle complex challenges and spread more good.

As a globally used platform, we are dedicated to hiring and supporting employees who represent a range of backgrounds, experiences, and perspectives. This includes diversity in ethnicity, sexual orientation, gender, religion, ability, culture, and socioeconomic background. 

Our Approach to AI in our Hiring Process 

We believe that Artificial Intelligence (AI) can be a powerful tool for good. We are committed to leveraging AI technologies responsibly, ensuring their use is equitable, fair and safe. To ensure fairness and accurate skill assessment, we do not allow the use of AI tools (including note takers, transcription tools, or recordings) during take home tests or interviews. For additional information regarding the use of AI in hiring please review our AI Guidelines & Policies.  Need accommodations? Let your recruiter know early so we can support you.

 

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🤔 Why is the application so long?

A few reasons! Our goal is a fair, efficient, and thorough evaluation process that benefits you and our team and respects your time. As you can imagine, we have received a high volume of applications. Your willingness to share some high-level details in the first couple of steps in the process allows us to move through it all more quickly. 

Here’s how we believe this step adds value:

  1. 🔋Capacity: We really care about your Candidate Experience! We're a small but mighty team; a real human looks at every application. 
  2. ⚡️ Efficiency: It allows us to gather essential information upfront to focus our live interviews on deeper, meaningful discussions.
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  5. 🛠️ Preparation: This process helps us tailor the interview to your specific experiences and strengths, making the live interaction more productive and relevant.

🤖 Let's Talk About AI: 

Guidelines for using AI in our Hiring Process: At Submittable, we believe that Artificial Intelligence (AI) can be a powerful tool for good. We are committed to leveraging AI technologies responsibly, ensuring their use is equitable, fair and safe. To ensure fairness and accurate skill assessment, we do not allow the use of AI tools (including note takers, transcription tools, or recordings) during take home tests or interviews. If you have  questions or need accommodations, we’re happy to chat – just let us know. 

For additional information and guidance on leveraging AI to prepare for interviewing at Submittable, please click here to view our AI policy. 

We believe our approach streamlines the hiring process and respects your time by ensuring that every conversation is substantive and focused on your unique qualifications. We appreciate your cooperation and look forward to learning more about you 🌟
 
 
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🙏 Thank you! 🙏 

On behalf of our hiring team, we sincerely appreciate your time and effort in completing your application.

At Submittable, we recognize the importance of your contributions and the value you bring to our hiring journey. Your insights and experiences are crucial in helping us build a diverse and talented team dedicated to creating world-class software. 

Once again, thank you for your commitment and interest in joining us at Submittable. We look forward to reviewing your responses and continuing this exciting journey together. 💫

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