Who you are

• This is a senior role for someone who is confident operating independently, skilled at partnering across teams, and ready to take accountability for the quality, clarity, and strategic impact of our documentation
• We are looking for someone who combines deep technical writing expertise with AI fluency, and who sees AI as an accelerator rather than a threat
• Proven technical writing experience in fintech or SaaS, including Help Center, release notes, and UX writing
• Strong belief in AI as a way to enhance productivity and quality, with a clear understanding of how humans and AI can work together to produce better outcomes
• Ability to produce high-quality deliverables from day one with only light guidance
• Strong understanding of Agile software development practices and the ability to work within them
• Experience with documentation systems like Zendesk, Markdown, and version control
• Excellent written and verbal communication skills and the ability to explain complex concepts to technical and non-technical audiences
• Comfortable editing HTML and light CSS in Zendesk Guide, including article markup, tables, anchors, and theme snippets. Able to spot and fix basic rendering issues
• A proactive and curious approach to solving problems and improving processes
• Analytical skills to measure the effectiveness of documentation through metrics and insights

What the job involves

• As the Technical Writer, Platform at Juniper Square, you will own the end-to-end documentation experience for our platform and lead the charge in setting the standard for how we communicate with customers
• This is a senior role for someone who is confident operating independently, skilled at partnering across teams, and ready to take accountability for the quality, clarity, and strategic impact of our documentation
• You should be ready to contribute meaningfully from the start, using your experience and judgment to produce high-quality work while learning our products and processes
• You will be trusted to take ownership of important deliverables early, applying both human insight and AI tools to produce exceptional results and to push our documentation forward in new, innovative ways
• You'll own the documentation set by leading the creation, maintenance, and continuous improvement of all customer-facing content, including Help topics, release notes, and release-related email communications
• Use JunieAI and other AI tools to improve research, speed up content creation, and iterate more efficiently, while ensuring that the human touch drives clarity, accuracy, and customer empathy
• Act as the voice of the customer throughout the SDLC to ensure their needs are reflected in every piece of documentation
• Write clear, concise, and intuitive UX content for Juniper Square products and services
• Partner with product management, engineering, and marketing to ensure all documentation is accurate, up to date, and aligned with brand standards
• Track and measure the impact of documentation using KPIs like Help Center engagement, ticket deflection, and customer satisfaction, and use these insights to improve
• Promote best practices in technical writing and responsible AI use across the company
• Work as a central point of contact to ensure messaging is consistent across development, product, and marketing teams
• Deliver release notes that explain not just what changed, but why it matters and how customers can benefit
• Participate fully in Agile processes and make sure documentation is part of the definition of done for every release
• Success in your first 90 days means you are
• Delivering multiple sets of release notes on time and to standard, with only light editorial review needed
• Creating supporting documentation for release features, including Help Center articles and customer communications
• Incorporating JunieAI into your workflow to improve efficiency in information gathering, drafting, and editing, while maintaining editorial quality and customer focus
• Building strong working relationships with product, engineering, and marketing partners
• Gathering information independently, explaining complex topics clearly, and delivering content with minimal rework
• Consistently applying our style guide and using AI to enhance, not replace, the human element of your work