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Toast

We empower the restaurant community to delight guests, do what they love, and thrive.

Principal Technical Writer

Technical WriterTechnical WriterFull TimeRemoteLeadTeam 1,001-5,000Since 2013H1B SponsorCompany SiteLinkedIn

Location

United States

Posted

39 days ago

Salary

$155K - $248K / year

Seniority

Lead

Bachelor Degree8 yrs expEnglish

Job Description

Principal Technical Writer

Toast

• Remove obstacles to self-implementation and self-support for complex customer businesses by designing and writing cross-cutting enablement documentation. • Write for enterprise customer technical leadership and support teams, producing implementation guides, architecture overviews, integration patterns, and best practices. • Use research, interviews, and collaboration with Toast customer-facing teams to understand business objectives, pain points, and implementation barriers. • Build and implement AI documentation generation infrastructure, establish evaluation frameworks to verify content quality, and advocate for AI tool adoption to accelerate discovery and shape how we document at scale. • Collaborate as a strategic leader in developing documentation practice, focused on business enablement writing and AI-driven product documentation infrastructure. • Cover multiple product functionality areas as a domain expert, using AI tooling for routine documentation updates and focusing your writing on strategic enablement content. • Partner with peer product development leaders to incorporate documentation requirements into product development planning from the start. • Test complex technical features, write and validate code examples, and advocate for enterprise developer experience. • Measure and communicate documentation impact on enterprise customer implementation time, support ticket volume, and adoption metrics. • Mentor technical writers in adopting AI tools, balancing strategic thinking with execution, and establishing documentation quality standards.

Job Requirements

  • 8+ years of technical writing experience for enterprise products, with demonstrated ownership of major documentation domains or platforms.
  • Deep expertise in developer documentation: REST APIs, OpenAPI/Swagger, authentication protocols, integration patterns, webhooks, data models.
  • Experience writing for technical decision-makers (engineering leaders, CTOs, enterprise architects) and complex implementation scenarios.
  • Proven ability to design cross-cutting documentation strategies that solve problems affecting multiple audiences (developers, integrators, support teams, customers), with effective management of ambiguity in problem definition.
  • Hands-on experience with AI documentation tools or demonstrated ability to evaluate AI-generated content for accuracy, completeness, and usefulness.
  • Strong technical fluency: comfortable testing APIs, writing code examples, understanding system architecture, and partnering with engineering teams as a technical peer.
  • Demonstrated expertise in information architecture for complex product ecosystems—designing maintainable documentation structures.
  • Strong systems thinking: ability to balance short-term documentation delivery with long-term architectural integrity and scalability.
  • Excellent stakeholder management and ability to influence product development teams to include product information and communication as part of the definition of done.

Benefits

  • Competitive compensation and benefits programs
  • Health insurance
  • Retirement plans
  • Paid time off
  • Flexible work arrangements
  • Professional development opportunities

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