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Principal Technical Writer

2 hours, 16 minutes ago
United States
Full-time
Lead
Technical Writer
Technical Writing and Documentation
CI/CD Git OpenAPI REST API
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Toast

Toast

Toast is an all-in-one platform for restaurants, offering tableside ordering, online ordering, and labor management to empower businesses in the food service industry.

Hotels, Restaurants & Leisure
1K-5K
Founded 2012
View All Jobs 61

Description

  • Design and write cross-cutting enablement documentation that removes obstacles to self-implementation and self-support.
  • Produce implementation guides, architecture overviews, integration patterns, and best practices for enterprise technical audiences and support teams.
  • Use research, interviews, and collaboration with customer-facing teams to understand business goals, pain points, and implementation barriers.
  • Build and implement AI documentation generation infrastructure and establish evaluation frameworks for content quality.
  • Advocate for AI tool adoption to accelerate discovery and support documentation at scale.
  • Own product coverage across multiple functionality areas based on customer needs and discovery work.
  • Partner with product development leaders to include documentation requirements early in product planning.
  • Test complex technical features, write and validate code examples, and advocate for enterprise developer experience.
  • Measure and communicate documentation impact on implementation time, support ticket volume, and adoption metrics.
  • Mentor other technical writers in AI tool adoption, strategic documentation practices, and quality standards.

Requirements

  • 8+ years of technical writing experience for enterprise products, with ownership of major documentation domains or platforms.
  • Deep expertise in developer documentation, including REST APIs, OpenAPI/Swagger, authentication protocols, integration patterns, webhooks, and data models.
  • Experience writing for technical decision-makers such as engineering leaders, CTOs, and enterprise architects.
  • Proven ability to design cross-cutting documentation strategies for multiple audiences and manage ambiguity in problem definition.
  • Hands-on experience with AI documentation tools or the ability to evaluate AI-generated content for accuracy, completeness, and usefulness.
  • Strong technical fluency, including testing APIs, writing code examples, understanding system architecture, and partnering with engineering teams.
  • Demonstrated expertise in information architecture for complex product ecosystems and maintainable documentation structures.
  • Strong systems thinking with the ability to balance short-term delivery and long-term scalability.
  • Excellent stakeholder management and ability to influence product teams to include product information as part of the definition of done.
  • Preferred: track record of influencing product culture to treat documentation as a product quality requirement.
  • Preferred: experience mentoring technical writers or contributing to documentation practice development across teams.
  • Preferred: familiarity with documentation-as-code workflows, CI/CD for documentation, static site generators, version control, and automated testing.
  • Preferred: experience with docs analytics such as search analytics, page performance, and user feedback.
  • Preferred: experience in fast-growing SaaS companies expanding into the enterprise market.
  • Preferred: experience with restaurant technology, POS systems, hospitality software, or similar operational technology.
  • Preferred: experience with change management, enterprise customer onboarding, or field enablement.

Benefits

  • Base salary range of $155,000-$248,000 USD in Zone A, $135,000-$216,000 USD in Zone B, or $122,000-$195,000 USD in Zone C.
  • Total rewards include cash compensation, bonus/commissions if eligible, equity, and benefits.
  • Competitive compensation and benefits package.
  • Flexibility to meet changing employee needs.
  • Hybrid work model with in-person collaboration.
  • Reasonable accommodations for candidates with disabilities during the hiring process.

Interested in this position?

Apply directly on the company website

Apply Now

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