Technical Content Writer - Instructional Design

Technical Content Writer - Instructional Design

Toronto

PagerDuty, Inc. (NYSE:PD) is a global leader in digital operations management. Half of the Fortune 500 and nearly 70% of the Fortune 100 trust PagerDuty as essential infrastructure.

Join us. At PagerDuty, you'll tackle complex problems, collaborate with kind and ambitious people, and help build a more equitable world—all in a flexible, award-winning workplace.

The Technical Content Writer-Instructional Design will write training material for PagerDuty University’s on-demand learning, covering PagerDuty products and best practices. In this role, you will work with subject matter experts to understand each of the assigned training topics and scope out new projects. This role will be responsible for creating interactive product tours/demos, and writing storyboards for on-demand courses and standalone artifacts (PDFs, infographics, etc.). They will collaborate closely with Media Designers to produce original media assets for all on-demand content. To be successful in this role, the Technical Content Writer must stay up-to-date on all new feature releases and product messaging. This role is accountable for the quality and milestones of the final, shipped product.

Key Responsibilities:

• Develop a thorough understanding of the entire PagerDuty product portfolio and stay up to date on product changes and messaging.
• Translate complex technical concepts and features using plain language to make it accessible for new users.
• Create interactive product tours that appeal to a wide range of audiences with differing goals (e.g., pre- vs. post-sales, trialists, onboarding, retention and expansion, etc.).
• Storyboard training content in an engaging manner for online course development (e.g., infographics, scripting for animations and video demos, etc.).
• Create screen captures of the PagerDuty platform for video demos and product tours.
• Manage the end-to-end design and development lifecycle, ensuring the successful delivery of project milestones and quarterly training roadmap.
• Regularly review student course evaluations and new product releases, revising content as needed to ensure it is accurate, engaging, and up-to-date.
• Perform thorough QA checks of all content before release and validate the accuracy of instructional content by testing it out on the PagerDuty platform.
• Write marketing material to promote the release of new content, including one-pagers, newsletters, social media, etc.

Basic Qualifications:

• 3+ years experience as a technical writer for a SaaS product, preferably for eLearning.
• Exceptional writing skills and attention to detail, with a solid command of grammar, spelling and punctuation. Having high quality standards is a must.
• Tech savvy — ability to pick up technical concepts quickly and a willingness to get your hands dirty using and testing out the product.
• Ability to write effectively for different mediums (e.g., product tours, scripting for instructional videos & commercials, marketing materials).
• Adaptability and strong organizational skills, with the ability to prioritize projects with competing deadlines.
• Demonstrated resourcefulness and intellectual curiosity to learn new things and find creative solutions to problems.
• Analytical mindset — able to dissect a complex topic and present the information to new users in a manner that’s easy to follow.
• Bonus: Experience using Navattic for product tours and solid understanding of adult learning principles.

Writing samples may be required.

The base salary range for this position is 77,000 - 108,000 CAD. This role may also be eligible for bonus, commission, equity, and/or benefits.

PagerDuty is committed to creating a diverse environment and is an equal opportunity employer. PagerDuty does not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, parental status, veteran status, or disability status.

PagerDuty uses the E-Verify employment verification program.

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