About the Role:

We're looking for a Technical Writer, Operations to own the documentation that keeps our internal teams running smoothly. This role sits at the intersection of process, systems, and people — turning "how we do things here" knowledge into clear SOPs, workflows, and runbook that reduce ramp-up time, cut down on repeat questions, and keep operations consistent as we scale. You'll work closely with technical account management, support, operations, and engineering to document processes end-to-end.

What You'll Do:

Write and maintain Standard Operating Procedures (SOPs), runbook, and process playbooks for technical account management, support, onboarding, sales, and customer success teams
Document internal workflows end-to-end, including escalation paths, team hand-offs, and decision points
Partner with process owners and subject matter experts to capture undocumented tribal knowledge and turn it into repeatable procedures
Maintain platform and integration documentation supporting internal operations (setup steps, configuration references, troubleshooting guides)




Audit existing SOPs on a regular cadence to catch outdated steps, process drift, and gaps introduced by product or system changes
Standardize documentation formats and templates so SOPs are consistent, scalable, and easy to follow under time pressure
Organize documentation in a central knowledge base or wiki with clear ownership, versioning, and review cycles
Turn SOPs into structured training material to support recent-hire onboarding
Work with operations leads to identify where missing or unclear documentation is causing errors, delays, or inconsistent outcomes
Track documentation health (coverage, staleness, usage) and report gaps to stakeholders

Requirements
Must have:

5–7 years of experience in technical writing, process documentation, or operations-focused roles within a SaaS, software, or technology environment
Demonstrated experience writing SOPs, runbook, or playbooks for operations, ac

📌 ZR_301 Technical Content Writer, Operations (India)
🏢 Priority IDC Private
📍 India