Technical Writer

Eque2 Ltd; Newcastle upon Tyne; Hybrid; GBP 30,000 - 50,000; Full time

Job description

Technical Writer

Who are Eque2

Eque2 is one of the most innovative providers of construction specific software solutions to the UK and Irish Marketplace, leading the way in delivering specialist software and services across multiple sectors and industries. Eque2 has developed industry leading applications across estimating, job costing and service & maintenance, bringing value to every business and user we work with.

Now our continued growth has surpassed £30m turnover, Eque2 has also built a reputation for professional, on-time and on-budget deployments, excelling in outstanding Account Management and excellent Support services process.

We are also proud to announce that we've earned the "Great Place to Work" certification for two consecutive periods: April 2023 to April 2024, and now May 2024 to May 2025, with numerous employee benefits, and personal development opportunities.

Position Summary

We are seeking a skilled Technical Writer to create, improve, and maintain high-quality digital support content for our software products. This role will work closely with the Support, Product, and Development teams to ensure clear, user-friendly documentation, in-app guidance, and knowledge base content. The ideal candidate will have experience in technical writing, content strategy, and digital support documentation. This role is hybrid with regular weekly travel to the Newcastle Office.

Key Responsibilities:

1. Knowledge Base Content: Create, update, and refine support documentation to enhance customer self-service and reduce support queries.
2. In-Product Help Offerings: Collaborate with the product team to develop user-friendly, in-app guides, tooltips, and walkthroughs to support customers in real-time.
3. Feature Documentation: Work closely with Product Development to document new features, ensuring accurate and user-focused guidance for end-users.
4. Formalise Internal Processes: Document management agreed internal processes to ensure consistency. Store these digitally in a centralised location for easy access and management.
5. Digital Support Innovation: Identify and implement best practices to improve the delivery, accessibility, and effectiveness of digital support content.
6. Process Improvement: Establish and maintain processes for integrating support documentation into the product release cycle, ensuring alignment with development updates.
7. Cross-Functional Collaboration: Partner with internal teams, including Development, Support, and Product Management, to gather information and ensure seamless knowledge sharing.
8. Support Trend Analysis: Provide analysis of trends to prioritise and develop digital content that proactively addresses customer needs.
9. Performance Metrics: Achieve set performance metrics (KPIs) related to content effectiveness and user engagement.
10. Stakeholder Communication: Monthly present new content, insights, and trends to heads of Support departments to inform strategy and improvement initiatives.

Key Deliverables:

1. High-quality, up-to-date self-service content that deflects technical support inquiries.
2. Improved documentation and help offerings that contribute to a reduction in support ticket resolution time.
3. Enhanced customer knowledge to drive broader adoption of product features.
4. Clear, consistent, and well-structured digital content that aligns with company branding and style guidelines.
5. Create visuals such as videos, screenshots, diagrams, and flowcharts to enhance documentation.
6. Analysis of support trends to prioritise and develop digital content that proactively addresses customer needs.

Required Skills & Experience:

1. Proven experience in technical writing, knowledge base development, or digital content creation within a software company.
2. Strong understanding of customer support processes and self-service content strategies.
3. Proficiency with content management systems (CMS), knowledge base platforms, and in-app support tools, and video creation/editing software.
4. Proficiency in HTML/CSS to help create and format web-based content and ensure compatibility with different platforms.
5. Excellent written communication skills with the ability to simplify complex technical concepts.
6. Ability to analyse user behaviour and support trends to drive content improvements.
7. Knowledge of SEO principles and analytics tools to optimise content effectiveness.

Preferred Qualifications:

1. Experience working with SaaS or enterprise software products.
2. Experience with JavaScript to create interactive knowledge content.
3. Familiarity with AI-driven support solutions (e.g., chatbots, interactive guides).
4. Background in UX writing, instructional design, or digital marketing.

Package:

1. 25 days holiday and an additional day for your birthday off
2. 2 paid Volunteer days
3. Generous Pension
4. Enhanced Maternity Pay
5. Enhanced Paternity Pay
6. Electric Vehicle Scheme
7. Cycle to Work scheme
8. Buy Holiday scheme
9. Perkbox – includes a wide range of incentives such as gym memberships, free online workout classes, free access to qualified therapist (BACP) face-to-face or online, free access to GP 24/7 plus prescription deliveries worldwide
10. Healthcare plan
11. Employee Assistance Programme (EAP)
12. Death in service

Interview Process:

1. 1^st stage interview with the Knowledge and Content Manager (f2f or remote).
2. 2^nd stage interview with the Head of SMB (f2f or remote).

How to Apply:

1. Please send your CV to [e-mail]
2. For an informal chat, please contact via email: [e-mail]

Closing date: 15^th April 2025