Technical Writer - Knowledge

Technical Writer
- Knowledge

Jackrabbit Technologies is the leading provider of software and services that help youth activity centers grow and operate efficiently. We are an entrepreneurial-minded, rapidly growing SaaS company that has been recognized as one of the Best Places to Work in North Carolina and one of North Carolina's Top Industry-Driven Technology Companies. Jackrabbit Technologies' SaaS solution powers over 7000 clients in 35 countries around the world.

Our culture empowers YOU. We hire people passionate about what they do, provide them with the tools to succeed, and then get out of their way! Living our vision, mission, and values, our people are what make Jackrabbit Technologies an awesome place to work. And that "awesome place" is virtual--all of our employees enjoy the privilege of working remotely. We always have and always will.

What you'll do.

The Technical Writer
- Knowledge is responsible for creating and maintaining clear, accurate, and user-focused product documentation that helps clients understand and successfully use Jackrabbit. This role supports the company's knowledge management efforts by developing help center content, feature documentation, release notes, and other product-related resources.

You will partner closely with Product, Support, Implementation, and Development teams to understand product functionality, document changes, and ensure knowledge resources remain accurate and up to date. This role plays a key part in helping clients learn new functionality and stay informed as the product evolves.

Success in this role requires strong writing skills, attention to detail, curiosity about how software works, and a commitment to creating content that improves the client experience.

• Create and maintain help center content focused on product features, workflows, and functionality.
• Write and publish release notes for product enhancements, updates, and bug fixes.
• Create feature overviews, how-to guides, and supporting documentation for new product functionality.
• Translate complex technical concepts into clear, concise, and user-friendly content.
• Ensure documentation is accurate, current, and aligned with product behavior.

• Review and update existing content to maintain accuracy and relevance.
• Identify content gaps and opportunities to improve knowledge resources.
• Support ongoing content maintenance initiatives across the help center.
• Follow established content standards, templates, and style guidelines.
• Assist with content organization and knowledge management best practices.

• Partner with Product teams to understand upcoming enhancements and product changes.
• Collaborate with Support and Implementation teams to identify documentation needs and recurring client questions.
• Gather information from subject matter experts to ensure content accuracy.
• Incorporate stakeholder feedback into content updates and improvements.
• Contribute to continuous improvement of knowledge resources and documentation processes.

• Bachelor's degree in Communications, Computer Science, Business Administration, or related field; or commensurate combined education and applicable experience.
• 2+ years of experience in technical writing, documentation, content development, knowledge management, or related roles.
• Advanced written communication skills with the ability to explain complex concepts clearly.
• Strong attention to detail and commitment to content quality and accuracy.
• Ability to learn software functionality and business workflows quickly.
• Experience managing multiple content projects and priorities.
• Proven organizational, problem-solving, and collaboration skills.
• Ability to travel up to 10% (Charlotte-based) or 25% (non-Charlotte-based).
• Must have reliable high-speed internet access.
• US Citizens or Green Card holders with no special circumstances living in the US.

• Experience creating software documentation, help center content, or product communications.
• Experience working within SaaS, technology, or software environments.
• Familiarity with knowledge management principles or Knowledge-Centered Service (KCS).
• Experience working with knowledge bases, help centers, or content management systems.

• Accuracy and quality of product documentation and release communications
• Timely delivery of documentation for product…