Technical Writer

Technical Writer

Purpose of the Role

The Technical Writer is responsible for creating, maintaining and continuously improving customer-facing product documentation across Camlin's product portfolio.

The role ensures customers, partners, service teams and internal stakeholders have access to clear, accurate and consistent information that supports product adoption, configuration, operation and successful outcomes. Working closely with Product Management, Engineering, Services and Commercial teams, the Technical Writer translates complex technical concepts into practical, user-focused documentation that helps customers realise value from Camlin's products.

The role will develop a deep understanding of Camlin's products, customers and operational environments, becoming a trusted partner to Product Managers and a key contributor to product adoption, customer success and portfolio growth.

Key Responsibilities

Product Documentation

• Create, maintain and improve customer-facing product documentation across the portfolio.
• Develop user documentation, product behaviour documentation and product configuration documentation.
• Produce analytics and insight documentation that explains product outputs, calculations and customer value.
• Create training, onboarding and enablement materials to support customer adoption.
• Produce release notes and customer-facing release communications.
• Ensure documentation remains accurate, current and aligned with released product functionality.
• Support documentation updates throughout the product lifecycle.

Documentation Standards & Quality

• Apply documentation standards, templates and best practices across Product.
• Ensure consistency of terminology, structure, style and presentation across documentation.
• Participate in documentation review and quality assurance activities.
• Maintain document version control and change histories.
• Support the development of documentation processes and governance frameworks.
• Identify opportunities to improve documentation quality, usability and accessibility.

Product Knowledge & Customer Understanding

• Develop a strong understanding of Camlin's products, customer workflows and operational environments.
• Work directly with customers, field teams and product teams to understand how products are deployed and used.
• Translate complex technical concepts into clear, practical guidance for different audiences.
• Capture and document customer workflows, operational processes and best practices.
• Identify gaps, ambiguities and inconsistencies in product documentation and product behaviour.
• Support Product Managers by highlighting areas where customer understanding can be improved.

Information Architecture & Knowledge Management

• Organise documentation in a structured and scalable manner across the portfolio.
• Maintain documentation catalogues, knowledge repositories and content inventories.
• Support the development of documentation taxonomies and navigation structures.
• Create reusable content and promote consistency across product documentation.
• Contribute to the development of a searchable product knowledge ecosystem.

Collaboration with Product Management

• Work closely with Product Managers throughout the product lifecycle.
• Support product launches by ensuring documentation is complete, accurate and available when required.
• Ensure documentation reflects intended use cases, customer value propositions and product positioning.
• Support the creation of consistent messaging across documentation, onboarding materials and training content.
• Help identify customer knowledge gaps and product adoption barriers.

Collaboration with Engineering

• Work closely with Engineering teams to understand product functionality and technical changes.
• Convert technical information into customer-facing documentation suitable for a range of audiences.
• Validate documentation against product behaviour and release content.
• Collaborate with Engineering Technical Writers to maintain alignment between technical and customer-facing documentation.
• Ensure customer-facing documentation accurately reflects product capabilities while remaining accessible and understandable.

Success Measures

• High-quality customer-facing documentation available for major products and releases.
• Documentation delivered in line with product release schedules.
• Improved consistency across product documentation.
• Reduction in support queries caused by unclear or incomplete documentation.
• Positive feedback from customers, services teams and internal stakeholders.
• Improved customer onboarding and adoption outcomes.
• Increased reuse of documentation standards, templates and best practices across the portfolio.
• Continuous improvement in documentation quality, usability and accessibility.

Experience & Skills

• Experience creating technical, product or customer-facing documentation for software, SaaS, technology or industrial products, including hardware and firmware-based solutions.
• Excellent written communication skills with the ability to explain complex concepts clearly and concisely.
• Strong attention to detail and commitment to accuracy.
• Ability to work effectively with technical subject matter experts and cross-functional teams.
• Experience creating user guides, knowledge-base content, training materials or similar documentation.
• Strong organisational skills and the ability to manage multiple priorities simultaneously.
• Comfortable engaging directly with customers and internal stakeholders to gather information and validate content.
• Experience working within product, engineering or technology organisations is desirable.
• Familiarity with content management systems and documentation platforms is desirable.

Key Expectations

• Use AI-assisted tools to accelerate content creation, review, summarisation and maintenance.
• Develop effective prompting techniques to extract, structure and refine information from technical subject matter experts.
• Use AI to identify documentation gaps, inconsistencies and opportunities for improvement.
• Support the creation and maintenance of AI-searchable knowledge bases and documentation repositories.
• Improve documentation quality, consistency, reuse and discoverability through the effective use of AI-assisted tools.
• Evaluate emerging AI technologies and recommend improvements to documentation processes and workflows.
• Maintain appropriate human review, validation and accountability for all customer-facing content.

Camlin expects AI literacy to be a core competency for this role. The successful candidate should be comfortable incorporating AI-assisted tools into their daily workflow while retaining responsibility for the accuracy, clarity and quality of all published content.

Travel Requirements

Frequent travel is expected during the f