• Deliver high-quality technical documentation to support IT projects, including solution designs, implementation guides, and operational handover materials. • Work closely with engineers, architects, and project teams to translate complex technical concepts into clear, user-friendly documentation. • Develop and maintain project artefacts such as SOPs, runbooks, knowledge base articles, and user guides. • Support project delivery by ensuring documentation is completed in line with timelines, milestones, and governance requirements. • Collaborate with project managers and PMO to ensure documentation aligns with project scope, standards, and deliverables. • Participate in workshops and technical discussions to capture requirements, decisions, and key outputs. • Review, edit, and standardise documentation to ensure consistency, accuracy, and quality across all project deliverables. • Manage version control and document repositories, ensuring artefacts are up to date and accessible. • Support cutover and transition activities by producing clear handover documentation for BAU teams and end users. • Identify gaps in documentation and proactively work with stakeholders to address them. • Contribute to continuous improvement of documentation standards, templates, and processes within the PMO.

• Act as a bridge between engineering, product, and customer success. Proactively collaborate with SMEs across the organization to extract deep technical knowledge and translate it into accessible content. • Get up to speed quickly on new products and complex technical architectures, becoming a functional expert in record time. • Write and maintain high-quality Help Center content, including user guides, troubleshooting articles, how-to tutorials, and FAQs. • Find creative solutions to scale documentation efforts. This includes leveraging AI-assisted writing tools and automation to improve speed-to-market and consistency without sacrificing quality. • Organize and structure Help Center content to ensure it is easily navigable and searchable, directly impacting product adoption and ticket deflection. • Ensure all documentation aligns with Optro’s brand voice and tone, maintaining a consistent "source of truth" for all users.

Overview: Corporate Tools is looking to add more tech savvy people to our web services super team. In this role, you will be responsible for providing customer service and technical support to clients of our domain and web hosting branch of services. You will serve as a primary point of contact for clients, assisting them with inquiries, troubleshooting issues, and ensuring their satisfaction with our services. Your expertise and attention to detail will be crucial in delivering a seamless customer experience. We've coded this job as "Flex," which means that it can be performed remotely, providing flexibility for our team members. The shift is Monday-Friday 8:00am-4:30pm and that is PST. If you are in a different time zone, you must adjust to this schedule. Wage: $18.50/hour Benefits: - 100% employer-paid medical, dental and vision for employees - Annual review with raise option - 22 days Paid Time Off accrued annually, and 4 holidays - After 3 years, PTO increases to 29 days. Employees transition to flexible time off after 5 years with the company-not accrued, not capped, take time off when you want - The 4 holidays are: New Year's Day, Fourth of July, Thanksgiving, and Christmas Day - Paid Parental Leave - Up to 6% company matching 401(k) with no vesting period - Quarterly allowance - Use to make your remote work set up more comfortable, for continuing education classes, a plant for your desk, coffee for your coworker, a massage for yourself... really, whatever - Open concept office with friendly coworkers - Creative environment where you can make a difference - No dumb benefits like free dog walking on the weekends that snobby hipster places have to make you feel cool, but mathematically won't cost the company much money because you won't use it - Trail Mix Bar --- oh yeah Responsibilities: - Act as the first point of contact for customers, assisting via phone, email, potentially chat, and who knows what other ways in the future. - Address customer inquiries, concerns, and technical issues related to domains, web hosting, email, DNS, and other related services. - Guide customers through the process of registering, transferring, and managing their domain names. - Assist customers with website setup, domain configuration, and troubleshooting website-related issues. - Collaborate with internal teams, including technical support and account management, to resolve complex customer issues and ensure timely resolution. - Educate customers on best practices for domain management, DNS setup, and web hosting configurations. - Maintain accurate customer records, update account information, and document all customer interactions in the CRM system. - Identify opportunities to upsell or cross-sell additional products and services to customers based on their needs. - Stay up to date with industry trends and advancements in domain and web hosting technologies. - Other client support duties as needed. Requirements: - Strong empathy, ability to see challenges from the customer's point of view coupled with a passion to help. - Knowledge or strong desire to learn domain registration, DNS management, web hosting concepts, and related protocols (e.g., HTTP, FTP, SMTP). - Familiarity with popular content management systems (e.g., WordPress, Joomla) and website builders (e.g., Wix, Weebly). - Proficiency or strong desire to learn to troubleshoot website-related issues, such as DNS configuration, SSL certificates, and email setup. - Excellent communication skills, both verbal and written, with a friendly and personalized approach. - Technical aptitude and the ability to quickly learn and adapt to new technologies and processes. - Experience working with CRM systems and proficiency in using support tools and ticketing systems. - Flexibility to work in a fast-paced environment, potentially including some temporary changes in set shift, occasional weekends, and occasional holidays. - Strong attention to detail with a no-exception approach to protecting account privacy.

Who We Are Having surpassed $300M ARR and continuing to grow, Optro is the leading audit, risk, ESG, and InfoSec platform on the market. More than 50% of the Fortune 500, including 7 of the Fortune 10, leverage our award-winning technology to move their businesses forward with greater clarity and agility. And our customers love us: Optro is top-rated on G2.com and Gartner Peer Insights. At Optro, we inspire each other to innovate and are proud of what we are producing. We spend each day thinking of new ways to help our customers and contribute to the greater good of our company and our surrounding communities. We are all about assisting each other and breaking through barriers to create the most loved audit, risk, ESG, and InfoSec platform by our customers. This is how we have become one of the 500 fastest-growing tech companies in North America for the seventh year in a row, as ranked by Deloitte! About the Role We are looking for a high-impact Technical Writer to join the Customer Education team at Optro. This isn't just about documenting features; it’s about translating complex technical ecosystems into seamless user journeys. You will support large-scale initiatives within the Optro Help Center, ensuring our users—from developers to end users—have the right information at the right time. The ideal candidate is a force multiplier. You don't just wait for information; you hunt it down by building strong relationships with Subject Matter Experts (SMEs) and utilizing cutting-edge tools, including AI, to streamline the documentation lifecycle. Key Responsibilities - Act as a bridge between engineering, product, and customer success. Proactively collaborate with SMEs across the organization to extract deep technical knowledge and translate it into accessible content. - Get up to speed quickly on new products and complex technical architectures, becoming a functional expert in record time. - Write and maintain high-quality Help Center content, including user guides, troubleshooting articles, how-to tutorials, and FAQs. - Find creative solutions to scale documentation efforts. This includes leveraging AI-assisted writing tools and automation to improve speed-to-market and consistency without sacrificing quality. - Organize and structure Help Center content to ensure it is easily navigable and searchable, directly impacting product adoption and ticket deflection. - Ensure all documentation aligns with Optro’s brand voice and tone, maintaining a consistent "source of truth" for all users. Attributes for a Successful Candidate - 5+ Years of Experience: Proven track record in technical writing within a fast-paced SaaS environment. - Technological Agility: A self-starter who can navigate ambiguity and master complex software tools and workflows with minimal hand-holding. - AI-Forward Mindset: Experience (or a strong interest) in using Generative AI and other automation tools to optimize the writing, editing, and formatting process. - Stakeholder Mastery: Ability to manage expectations across various departments, balancing competing priorities and high-pressure deadlines. - End-to-End Ownership: Strong experience owning the entire documentation lifecycle—from the initial discovery phase with SMEs to final publication and maintenance. - Visual Communication: Experience creating infographics or diagrams to explain abstract topics and workflow processes. - Technical Stack: Strong experience with Zendesk; familiarity with Markdown, Git, or API documentation is a plus. Our Company Values - Customer obsession: It starts and ends here. Consistently ask yourself how what you’re doing creates value for our customers. It’s a mindset. - Gritty resilience: Make it happen. Find a way. Move fast, stay positive, and do what it takes. - Drive innovation: Create the future. Continuously improve what exists and invent what’s next. - Win, together: One team. No silos, no egos. Drive to be the best and support each other’s success. - Growth mindset: 10x, not 10%. Think in orders of magnitude, not increments. Seek feedback, learn, and improve. Perks* - Launch a career at one of the fastest-growing SaaS companies in North America! - Live your best life (LYBL)! $200/mo for anything that enhances your life - Comprehensive employee health coverage (all locations) - 401K with match (US) or pension with match (UK) - Competitive compensation & bonus program - Flexible Vacation (US exempt & CA) or 25 days (UK) - Time off for your birthday & volunteering - Employee resource groups - Opportunities for team and company-wide get-togethers! *perks may vary based on eligibility/location Please note that background checks are required. Qualified Applicants with arrest or conviction records will be considered for Employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. This role may have access to highly sensitive data, including employee data, customer data, company financials, and proprietary product information. We love building strong partnerships, but please note that Optro cannot accept unsolicited resumes from agencies. Any submissions without a signed agreement in place will not create a fee obligation. #LI-Remote