Cloud Technical Writer - API Development at Help Scout

Company Overview

Help Scout provides a help desk software solution that empowers businesses to deliver exceptional customer support. We believe in building a company that people love working for, and a product that customers love using. We're a fully remote company, distributed across the USA and beyond, and we prioritize creating a collaborative and supportive virtual environment where everyone can thrive. We embrace asynchronous communication, value work-life balance, and foster a culture of continuous learning and growth.

Position Summary

Help Scout is seeking a highly motivated and experienced Cloud Technical Writer with a focus on API Development to join our growing documentation team. In this fully remote role, you will be responsible for creating and maintaining clear, concise, and accurate documentation for our APIs, SDKs, and related developer resources. You will work closely with our engineering, product, and customer support teams to ensure that developers have the information they need to successfully integrate with our platform. This is an excellent opportunity to make a significant impact on the developer experience at Help Scout.

Key Responsibilities

• Plan, research, write, and edit technical documentation, including API reference documentation, tutorials, code samples, and conceptual guides.
• Work closely with engineering teams to understand new features and updates, and translate technical information into user-friendly documentation.
• Maintain and improve existing documentation, ensuring accuracy and completeness.
• Develop and maintain style guides and documentation standards.
• Contribute to the development of documentation tools and processes.
• Gather feedback from developers and internal stakeholders to improve documentation quality.
• Participate in code reviews to ensure documentation accuracy.
• Work collaboratively with a distributed team using tools like Slack, Zoom, and GitHub.

Required Qualifications

• 3+ years of experience as a technical writer, with a focus on API documentation.
• Strong understanding of API concepts, including REST, GraphQL, and OAuth.
• Experience writing documentation for developers using various programming languages and platforms.
• Excellent written and verbal communication skills.
• Ability to work independently and manage multiple projects simultaneously.
• Proven ability to collaborate effectively with cross-functional teams in a remote environment.
• Experience using documentation tools such as OpenAPI (Swagger), Postman, and Git.
• Must reside in the USA and be authorized to work in the USA.

Technical Requirements

As a fully remote employee at Help Scout, you will need to meet the following technical requirements:

• Dedicated home office space free from distractions.
• Reliable high-speed internet connection (minimum 25 Mbps download / 5 Mbps upload).
• Personal computer meeting Help Scout's minimum requirements.
• Ability to participate in virtual meetings and collaborate effectively online.
• Comfortable working primarily within US time zones. Some meetings may require flexibility.

Desired Skills

• Experience with API documentation generators (e.g., Jekyll, Sphinx).
• Familiarity with customer support software and related technologies.
• Experience with content management systems (CMS).
• Basic programming skills (e.g., Python, JavaScript).
• Experience contributing to open-source projects.
• A passion for helping developers succeed.

Compensation & Benefits

The annual salary range for this fully remote Cloud Technical Writer - API Development position is $90,000 - $120,000, commensurate with experience.

Help Scout offers a comprehensive benefits package to support our remote team, including:

• Medical, dental, and vision insurance
• Paid time off (vacation, sick leave, and holidays)
• Paid parental leave
• 401(k) with company match
• Home office stipend to set up your remote workspace
• Monthly internet stipend
• Professional development budget
• Virtual team building activities and social events
• Opportunities for travel to occasional team meetups (expenses paid)

How to Apply

If you're a passionate technical writer with a love for APIs and a desire to work in a fully remote environment, we encourage you to apply! Please submit your resume and cover letter. In your cover letter, please highlight your experience with API documentation and your ability to thrive in a remote work setting. We look forward to hearing from you!