Automattic

Technical Content Writer, WordPress.com

At Automattic, we believe in making the web a better place, and making our workplace a happy place. We hope you can join us on this journey!

We are the people behind WordPress.com, Tumblr, Jetpack, WooCommerce, and more. We are looking for an outstanding Technical Content Writer to help craft the stories and resources for WordPress.com customers and prospective customers. 

We have a world class support team, and while they do an amazing job providing support to our customers, we can improve our customer education resources so customers are empowered to build exactly what they need and understand how to do this without necessarily having to contact support. This role will be crucial in helping us educate customers at scale. 

We have a wide range of people on WordPress.com from beginners to experts and we need to create educational resources about the WordPress.com platform that appeal to this varied audience. This Technical Content Writer will plan, create, and maintain our educational content working closely with Product, Engineering, and Marketing teams to gather the relevant information before distilling it down to the appropriate customer audiences. Regardless of the content medium, you’ll have a knack for explaining complex topics in a way that’s useful and easy to understand.

Primary Responsibilities:

  • Plan, create, and maintain educational content geared towards our customers. This content may include, but is not limited to; 
    • Courses
    • Tutorials
    • Support documentation
    • Feature announcements
    • Onboarding
    • In-app messaging
  • Work closely with Product, Engineering, Happiness and Marketing to understand the ins and outs of how to use the WordPress.com platform and to understand our customers and their needs. 
  • Support new feature releases and other changes within the product by writing the relevant messaging and educational documentation to inform current and new customers of these features. 
  • Help level up our overall messaging and customer education by sharing writing best practices and tactics with internal teams. 
  • Explore various mediums for distributing educational content and resources beyond merely support documentation and blog posts. Should we incorporate video tutorials, interactive educational resources, webinars, and more educational content mediums that can help us explain potentially complex topics in easy to understand means. 

Requirements:

Writing skills: Ability to write for a variety of audiences, both understanding how things work under the hood to gain street cred with savvy users AND distilling it in layman’s terms for a novice. We want everyone to feel welcome in our ecosystem and need to make sure our resources don’t alienate one audience or another. 

Technical knowledge: Deep hands on knowledge of the WordPress product is a must. Candidates should have experience with actually managing and building sites on WP (either self hosted or .com is okay). Experience contributing to the open source project is a huge plus.

Analytical capabilities: Strong analytical and research skills in order to pull together supporting data and all underlying themes and messages before piecing together the best story to tell. Eagerness to research, ask why, and to ensure that you are approaching projects from multiple angles and with the wide range of potential customer audiences in mind. 

Attention to detail: Thoroughness and a keen eye that obsesses over the details will go far in this role. 

Project Management: Develops systems for accountability across teams, drives initiatives forward to completion, and keeps all stakeholders informed of progress. Ability to juggle multiple projects at the same time and to properly prioritize the most impactful projects.

About Automattic

We are the people behind WordPress.com, WooCommerce, Jetpack, Tumblr, Simplenote, Longreads, and more. We believe in making the web a better place.

We’re a distributed company with more than 1200 Automatticians in 75+ countries speaking 90+ different languages. Our common goal is to democratize publishing so that anyone with a story can tell it, regardless of income, gender, politics, language, or where they live in the world.

We believe in Open Source and the vast majority of our work is available under the GPL.

Diversity, Equity, & Inclusion at Automattic

We’re improving diversity in the tech industry. At Automattic, we want people to love their work and show respect and empathy to all. We welcome differences and strive to increase participation from traditionally underrepresented groups. Our DEI committee involves Automatticians across the company and drives grassroots change. For example, this group has helped facilitate private online spaces for affiliated Automatticians to gather and helps run a monthly DEI People Lab series for further learning. DEI is a priority at Automattic, though our dedication influences far more than just Automatticians: We make our products freely available and translate our products into and offer customer support in numerous languages. We require unconscious bias training for our hiring teams and ensure our products are accessible across different bandwidths and devices. Learn more about our dedication to diversity, equity, and inclusion and our Employee Resource Groups.

How to apply

Does this sound exciting? If yes, click the Apply button below and fill out our application form. In your cover letter, let us know what you can contribute to the team. Proofread! Make sure you spell and capitalize WordPress and Automattic accurately. We are lucky to receive many applications for this position, so try to make your application stand out.

Please include an answer to the following question in your cover letter:

  • Can you share a time when you had to take a complex product, process or feature and explain it in a way that both savvy and novice audiences could understand? How did you approach the problem? 

Applicants who do not submit their cover letter with their answer will not be considered.

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  • Great communication skills. We’re a distributed team, so frequent and clear written communication is a must.
  • Self-driven work ethic. You need to be a self-starter who loves taking initiative and seeing things through to completion.
  • Curiosity and the desire to learn. Our business is changing and growing fast, who knows what will be the skills of tomorrow? Flexibility is key.
  • Ability to Travel. We value those rare occasions when we meet our colleagues in person. Normally, we require 2–3 non-consecutive weeks of travel per year, usually by plane. Currently, company travel is suspended to keep everyone safe during the COVID-19 crisis, and we’re exploring new, remote ways to stay connected.