Job Description

About MoEngage
MoEngage is an intelligent customer engagement platform built for customer-obsessed marketers and product owners. We enable hyper-personalization at scale across multiple channels, including mobile push, email, in-app, web push, on-site messages, and SMS. With AI-powered automation and optimization, brands can analyze audience behavior and engage consumers with personalized communication at every touchpoint across their lifecycle.
Fortune 500 brands and Enterprises across 35 countries, such as Deutsche Telekom, Samsung, Ally Financial, Vodafone, and McAfee, along with internet-first brands such as Flipkart, Ola, OYO, Bigbasket, and Tokopedia, use MoEngage to orchestrate their cross-channel campaigns and efficiently engage with their customers, sending 50 billion messages to 500 million consumers every month!
Our vision is to build the world's most trusted customer engagement platform for the mobile-first world.
We promise to care about your customers as much as you do. And that justifies our top ratings for service and support in the Gartner Magic Quadrant, Gartner Peer Insights, and G2 Summer Reports. We have also been recognized as one of the 25 Highest Rated Private Cloud Computing Companies To Work For in a list released by Battery Ventures, a global investment firm, based on the employee feedback on Glassdoor, where employees reported the highest levels of satisfaction at work during the first six months of the pandemic.
Responsibilities
Write technical content for software products in simplified English.
Collaborate with different teams, such as Support, Product Management, Quality Assurance, Development, and Product Design, to understand new features, enhancements, and use cases.
Analyze support tickets to identify documentation improvement areas and update the existing documentation.
Understand documentation requirements and customer needs, estimate documentation efforts, plan releases, and proactively communicate work updates to stakeholders.
Prepare Troubleshooting Guides, FAQs, use cases, how-to articles, and videos for MoEngage products.
Research complex technical concepts (independently and collaboratively) and develop effective deliverables to serve customer needs.
Organize existing documents, identify documentation gaps, improve documentation quality, and drive new projects.
Build relationships with customer-facing teams (Sales, Support, and Success team) and use their feedback to drive simplicity and usability of documentation.
Develop content that addresses complex problems, drives user engagement, and decreases support tickets.
Manage multiple priorities in a fast-paced, ever-changing environment with less supervision.
Follow the established style guide and templates to ensure consistency.
Adhere to the defined documentation process and work with a team of writers.
Requirements
0 to 3 years of experience in technical writing.
Any technical degree. For example, BE/B.Tech, B.Sc, BCA, MCA.
Experience in documenting software applications, APIs, and SDKs.
Ability to read and comprehend code.
Working knowledge of:
Documentation tools (such as Zendesk, Confluence)
Image-editing tools (such as Snagit)
Video-editing tools (such as Camtasia)
Project management tools (such as Jira) * HTML

• Style Guide (such as Microsoft Manual of Style for Technical Publications or MSTP)

Understanding of documentation types such as user guides, release notes, API references, SDK documentation, knowledge base articles, troubleshooting guides, and FAQs.
Good planning, organizational, interpersonal, and communication (verbal and written) skills.
Excellent editing skills with attention to detail.
Strong analytical and problem-solving skills.
Ability to make progress with less-than-complete information.