Software Technical Writer

About SugarAI

SugarAI is redefining CRM for the age of AI.

We’re delivering on the original promise of CRM—turning fragmented customer and revenue signals into clear, prioritized action. Instead of more dashboards or surface-level insights, we help teams focus on what matters most and know exactly what to do next.

More than two decades after our founding, we’re entering a new chapter with clarity and momentum—building intelligent, intuitive solutions that work within the flow of how teams actually sell and serve. We’re focused on solving complex, real-world challenges where relationships, context, and precision make all the difference.

Our global team is united by a shared commitment to impact, ownership, and continuous growth. We create an environment where thoughtful ideas move quickly, where people are trusted to lead, and where flexibility supports how great work gets done.

If you’re excited to help shape what’s next in AI-driven CRM—and build technology that drives real outcomes, we’d love to meet you.

We are seeking a curious, sharp, and detail-oriented Technical Writer to join our Knowledge Management team, where you’ll create clear and comprehensive documentation for customers, partners, and employees while helping drive the adoption of AI-powered tools and innovative workflows that improve how we work and deliver content.

As part of SugarAI’s Product organization, you’ll work closely with Product Managers, Engineers, Designers, and other teams throughout the product development lifecycle. You’ll participate in product discussions, build strong product expertise to champion the user’s perspective, and provide product expertise.

Ideal candidates will need to have a background in software and experience in technical writing and a willingness to explore smarter ways of working to improve how knowledge is created, maintained, and delivered. Strong writing, critical thinking, and sound judgment are essential to ensuring our content remains accurate, useful, and trusted.

This position is a unique opportunity to contribute to the evolution of our Knowledge Management practices and help shape the future of SugarAI products!

• Create and publish clear, high-quality product content, including user guides, release notes, knowledge articles, troubleshooting guidance, and best practices

• Build deep product expertise and serve as a trusted subject matter expert for the Sugar products you support

• Participate in product grooming, design reviews, demos, and release activities to understand new capabilities and advocate for the user

• Partner with Product, Engineering, UX, and Support to identify gaps, influence product improvements, and enhance the customer experience

• Turn complex technical concepts into simple, useful, and easy-to-understand content, while contributing to improvements in SugarAI’s support experience

• Develop templates, reusable skills, and automated workflows to improve content quality, consistency, and team efficiency

• 2+ years of experience as a software technical writer, software developer, CRM administrator, marketing automation administrator, technical support engineer, or in a related role

• Enthusiasm for educating customers and ability to create clear, user-centric content

• Strong attention to detail, with excellent grammar, writing, and communication skills

• Ability to communicate clearly and concisely with all levels of application users, including end users, administrators, and developers

• A strong focus on user needs and a passion for building excellent software experiences

• Confidence managing projects independently while also contributing effectively as part of a collaborative team

• A 4-year degree or equivalent practical experience