About the role
For over 20 years, Smartsheet has empowered teams to manage work seamlessly and scale solutions smarter. Now, in our most ambitious chapter yet, we are uniting human teams with AI agents. By orchestrating the work agents do best, automating manual tasks and uncovering insights at scale, we create the space for people to focus on what truly matters: judgment, creativity, and big thinking. That is magic at work, and it’s what we show up for every day.
We are seeking an Associate Technical Writer to plan, develop, and maintain customer-facing content for the Smartsheet Help Center and internal product documentation. You'll partner with the product team to deliver and maintain documentation that serves as the foundation for customer and internal enablement. As an Associate Technical Writer, you own documentation quality across our product knowledge base — enabling customers, internal teams, and AI experiences to self-serve and reducing support and training burden. You'll contribute to improvement initiatives across our documentation, guides, and video content while managing rapid product changes.
You will report to the Manager, Content Team based in the US. This role is eligible for remote work within Costa Rica. You must reside in Costa Rica.
You will
Immerse yourself in Smartsheet’s product line and learn the technologies and features as needed to document them accurately
Speak and write proficiently in English
Distill specification documents and internal technical FAQs and use the information to create targeted, quality, customer-facing content. Deliverables include but aren’t limited to:
Technical articles for the Smartsheet Help website (how to, reference, FAQ, troubleshooting)
Content for eLearning modules or videos
Internal documentation
Visual aids for Help content (screenshots, gifs, etc.)
Work with Subject Matter Experts (SMEs) to ensure the technical accuracy of your work
Track and report on your own project assignments and schedule, working towards hard deadlines
Use AI tools to accelerate content production, improve quality, and scale output—applying established team workflows and experimenting with new approaches as the tooling evolves
Work on improvement projects to implement content governance tools, improve processes, and document changes
Contribute to templates, processes, and standards that support consistent, scalable content production
Manage content production tasks (move content from draft document format to the content management system and publish it)
Review and compile internal change requests and customer feedback and use this information to recommend and implement content changes
Support video content production including scripting and recording
Maintain the Smartsheet Help and Learning style guide
Interpret and factor in data—such as data from Google Analytics—to help plan and prioritize your work
Optimize content for discoverability via Search
You have
2+ years of experience writing or editing content for a variety of audiences on the web
A BA in English, Technical Communication, or a related discipline (or equivalent experience)
Basic understanding of and ability to use HTML formatting
Strong command of English language both oral and written (C1 and above)
Experience developing templates and processes for ensuring consistent delivery
Understanding of SEO and GEO best practices
Experience using analytics tools (Google Analytics, for example) to make impactful content decisions
A passion for technology and familiarity with the benefits and challenges of working on a SaaS product
An ability to distill technical jargon and turn it into clear and professional language that is customer-focused
Familiarity with video content production — scripting, screen recording, or light editing
Experience creating screenshots and/or visual diagrams to promote understanding of complex ideas (experience with Photoshop or an equivalent image compositing tool is a plus)
Strong organizational skills and an ability to perform basic project management and prioritization tasks
Experience with content production, for example, moving a document from a draft stage in one tool and formatting and publishing it to a CMS
Experience using one or more content management systems (experience using Drupal 9 or newer is a plus)
Familiarity with AI tools in professional workflows, including interest in building custom AI configurations and connecting LLMs to external platforms
A point of view on where AI is taking technical writing, including familiarity with AI writing tools and an interest in expanding how AI is used in content workflows
Smartsheet Product Certification preferred but not required
Get to Know Us:
At Smartsheet, your ideas are heard, your potential is supported, and your contributions have real impact. You’ll have the freedom to explore, push boundaries, and grow beyond your role. We welcome diverse perspectives and nontraditional paths—because we know that impact comes from individuals who care deeply and challenge thoughtfully. When you’re doing work that stretches you, excites you, and connects you to something bigger, that’s magic at work. Let’s build what’s next, together.
Equal Opportunity Employer:
Smartsheet is an Equal Opportunity (EEO) employer committed to fostering an inclusive environment with the best employees. It is our policy to provide equal employment opportunities to all qualified applicants in accordance with applicable laws in the US, UK, Australia, Germany, Costa Rica, Japan, Bulgaria, India, and Singapore. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.
If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.
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