Technical Documentation Specialist (Individual Contributor) Discrete Manufacturing

Role Summary
The Technical Documentation Specialist is an individual contributor responsible for creating, maintaining, and improving customer‑facing and internal documentation for CAI’s discrete manufacturing software products. The role focuses on high‑quality product documentation and knowledge base content, while also generating short, reusable content pieces that can be distributed across support, in‑app experiences, and customer communications.

Key Responsibilities

Product & User Documentation

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Plan, write, and maintain user‑facing documentation, including user guides, online help, FAQs, troubleshooting topics, and release notes.

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Document product features, workflows, and configurations in clear, task‑based formats that help users complete real jobs.

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Maintain integration and technical reference content where needed, in collaboration with engineering and product.

Knowledge Base & Micro‑Content

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Build and maintain the product knowledge base, ensuring content is accurate, searchable, and easy to navigate.

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Break down long‑form documentation into short, reusable content pieces (e.g., how‑to snippets, support macros, in‑app tips, quick‑start cards).

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Create lightweight multimedia where appropriate (annotated screenshots, GIFs, or short screen‑capture videos) to clarify complex workflows.

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Partner with Support and Product to identify high‑value questions and turn them into concise, shareable answers.

Content Standards & Governance

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Apply and continuously improve documentation standards, style guides, templates, and voice/tone guidelines.

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Ensure consistency, version control, and quality across all documentation and content types.

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Help define and refine information architecture, tagging,



and linking to improve content discoverability and self‑service.

Collaboration & Delivery

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Work closely with Product Management, Engineering, UX, Support, and Services to gather information, validate behavior, and plan documentation work.

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Participate in release and project planning to align documentation and micro‑content with product delivery timelines.

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Use product builds directly to explore features, test workflows, and proactively identify documentation needs.

Measurement & Continuous Improvement

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Monitor documentation and knowledge base analytics (views, search terms, gaps, and related support tickets) to prioritize improvements.

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Iterate on content based on feedback from customers, internal teams, and observed usage patterns.

Required Skills & Experience

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4+ years of experience as a technical writer or similar role in a software or SaaS setting.

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Demonstrated experience owning end‑to‑end product documentation and knowledge base content.

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Excellent English writing and editing skills; able to communicate complex technical concepts clearly for both technical and non‑technical audiences.

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Strong organizational skills and the ability to manage multiple documentation projects in an agile, fast‑paced environment.

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Comfortable working directly with product builds and interviewing subject‑matter experts to gather information and edge cases.

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Experience creating short‑form content (snippets, help articles, support macros, or short videos) from core documentation.





Tools & Technical Proficiency

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Proficiency with documentation and knowledge tools (e.g., Confluence or Notion, help‑center/KB platforms, MS Word/PowerPoint).

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Familiarity with issue tracking and product tools (e.g., Jira, Aha! or similar).

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Experience with version control and/or docs‑as‑code workflows (e.g., Git, Markdown, or structured authoring) is a plus.

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Basic familiarity with software concepts such as APIs, integrations, and data flows.

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Experience with Snagit, diagramming, and basic video/screen‑capture tools is a plus.

Qualifications

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Bachelor’s degree in Technical Writing, English, Communications, Computer Science, or a related field; or equivalent practical experience.

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Technical writing or documentation certifications are a plus.

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Experience in B2B, ERP, or discrete manufacturing software environments is strongly preferred.

JD in simple terms (what the role actually does)

This role owns end‑to‑end product documentation for CAI’s discrete manufacturing software. That includes:

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Writing and maintaining user guides, online help, FAQs, release notes, troubleshooting.

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Turning long guides into short, reusable micro‑content (how‑to snippets, support macros, in‑app tips, quick-start cards).

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Maintaining a Knowledge Base that’s accurate, searchable, and well‑structured.

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Adding lightweight visuals (annotated screenshots, GIFs, short screen‑capture videos) to clarify workflows.

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Collaborating closely with Product, Engineering, UX, Support, Services; using product builds to verify features.

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Tracking content analytics (views, search terms, gaps, tickets) and iterating.

Target environment: B2B SaaS with a strong preference for ERP / discrete manufacturing exposure.

📌 Technical Writer (Whitefield)
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📍 Whitefield