Technical Writer (SaaS)

TL;DR

Technical Writer (SaaS): Revamping and auditing the customer-facing Help Center to optimize content for AI support tools and users with an accent on information architecture and AI-ready content. Focus on structuring complex technical documentation, improving case deflection rates, and aligning content with machine learning requirements.

Location: Israel

Company

hirify.global is a unified software platform revolutionizing public transportation planning and operations globally using AI and ML.

What you will do

• Audit and revamp the Help Center content for accuracy, clarity, and consistency during tool migration.
• Design and maintain an information architecture optimized for ingestion by AI support tools and chatbots.
• Write high-quality technical documentation, including tutorials, how-to guides, and feature overviews for a SaaS product.
• Collaborate with Product Managers and Engineers to document new features before launch.
• Partner with Customer Support to identify knowledge gaps and improve AI routing.
• Establish and track KPIs related to content usage, search success, and case deflection rates.

Requirements

• 3+ years of professional experience as a Technical Writer or Content Strategist, preferably in SaaS.
• Proven experience structuring content for machine learning applications or search optimization.
• Fluent English and Hebrew - Mother tongue level.
• Proficiency with at least one major Knowledge Base or CMS platform (e.g., Confluence, Intercom).
• Ability to simplify complex technical concepts for a non-technical audience.

Nice to have

• Experience with HTML, CSS, Markdown, or other markup languages.
• Understanding of information retrieval systems and search algorithms.
• Experience in a product-led growth (PLG) company.

Culture & Benefits

• Collaborative culture focused on innovation, determination, and impact.
• Opportunity to work at the first unicorn in public transportation technology.
• Commitment to equal opportunity and an inclusive, accessible interview experience.