Job description
The Company:
Our mission is to make education affordable by helping institutions increase alumni giving. The idea started from our founders’ own struggle with the lack of scholarships when they were students. Watch this TEDx talk from Kalyan to learn more.
We are a bootstrapped company that has grown to be a leader in the alumni software space in the US. We’re slated for even faster growth on the path to becoming market leaders through a unique strategic partnership with Blackbaud (read more here & here)
Our customers are universities and high schools and in most cases, we’re working with staff in the alumni relations and fundraising office at these institutions. The value prop for them at a high level is simple - “Engage more alumni and raise more money from them”. 90%+ of our customers are from the US currently but we’re starting sales in UK and Canada this year so we’ll start to see some more customer regions this year. Our team is based in India and the USA. The India team is based in Bangalore and the US team is fully remote.
Role Purpose
A Technical Writer in Customer Education creates clear, concise, and engaging content that helps customers learn and succeed with our product. Their work goes beyond documentation ; it supports adoption, reduces support load, and empowers customers.
Job Description
Job Title: Technical Writer – Customer Education
About the Role
We are looking for a Technical Writer to join our Customer Education team. You will be responsible for creating and maintaining user-friendly documentation, help articles, product guides, and educational resources that enable our customers to get the most value out of our platform.
Responsibilities
Write, edit, and publish product documentation (knowledge base articles, user guides, FAQs, release notes).
Collaborate with product managers, engineers, and customer-facing teams to translate technical concepts into simple, clear instructions.
Maintain consistency in tone, voice, and formatting across all education resources.
Contribute to onboarding experiences, tutorials, and how-to guides.
Review and update existing content as products evolve.
(Optional) Create multimedia educational content (scripts for videos, captions, diagrams, etc.).
Must Haves
Proven experience as a Technical Writer, Content Writer, or similar role (experience in SaaS or education-focused teams is a plus).
Excellent writing, editing, and communication skills.
Ability to explain complex technical concepts in simple language.
Familiarity with documentation tools (Confluence, Notion, HelpDocs, GitBook, or similar).
Comfort working cross-functionally with product and support teams.
Nice-to-Have
Experience creating structured learning content (tutorials, course material, video scripts).
Basic knowledge of UX writing, design, or instructional design.
Understanding of analytics to track content effectiveness.
What your first 12 months look like
Months 1–3
During the first few months, the Technical Writer will primarily focus on creating knowledge base articles for new features, while getting comfortable with our product, tone, and documentation style
Months 4–6
As they settle in, the focus will expand to reviewing and restructuring existing knowledge base articles to improve clarity, consistency, and overall organization.
Months 7–9
The role will then move into experimenting with video tutorials and other content formats to complement written articles and make resources more engaging.
Months 10–12
Toward the end of the year, the Technical Writer will take ownership of broader content creation and standardization, ensuring our knowledge base remains accurate, accessible, and easy to maintain.
Where This Role Fits
Technical Writers in Customer Education will:
Work on knowledge base + in-product education.
Collaborate on course content (scripts for videos, structured guides).
Support feature launches (release notes, product guides).
Align with support enablement (reduce support tickets through strong documentation
