In this role, you will lead the development and strategy for all technical documentation including (but not limited to) product user guides, knowledge base articles, API reference manuals and community-driven content. Based on our global support team, you’ll be working closely with our clients to gain a solid understanding of their problems & workflows with the goal to turn that knowledge into relevant material to support their learning and success.
Learn more about our core values
What you’ll do
Develop and maintain product user guides & technical documentation (both written and video) for all ftrack products
Be the authority and voice for all internal documentation processes, from creation through to review and release
Analyze support ticket trends to create or adapt appropriate learning materials to enhance ease of use
Identify ways of improving documentation usability by engaging with clients and gathering feedback
Gain in-depth knowledge of all ftrack products
Engage with the ftrack community to foster engagement through social interaction & user-driven content
Keep up with industry trends that enhance documentation effectiveness and ease-of-use
Foster teamwork and collaboration across our regional teams to help produce tailored content for local markets
Who you are
You have a strong background and experience writing user documentation and creating visual media
You are capable of breaking down complicated concepts and ideas into easy-to-understand guides using both written & video mediums
You have a passion for engaging with clients and a desire to help them succeed
You love to create and define new support solutions, cut out complexity, and get teams back to being productive.
You are interested in current best practices in your areas of expertise and make sure to stay up-to-date with new and relevant technologies
You are able to partner with technical and non-technical stakeholders effectively in a remote environment
You are a strong communicator with excellent written and verbal English skills
You might have
VFX, TV, Animation, or Games production management or technical artist experience
Experience in a similar role at a relatable SaaS company
Experience using help-centre / support software tools such as Zendesk & Intercom
Experience using ftrack or similar production tracking platforms such as Shotgrid, NIM etc
Experience using screen capture, voice recording and video editing software
Working knowledge of an additional language (preferably Spanish, Russian, Korean or Japanese)
About ftrack
ftrack is the creator of ftrack Studio, cineSync, and ftrack Review, the Emmy and Academy Award-winning project management and collaboration platforms for the creative industries.
ftrack unifies creative workflows via a single source of truth. The platform’s scalable solutions connect every person and piece of a project; replace thousands of emails and spreadsheets with accessible interfaces; reduce feedback loops; and make it easy to seamlessly and securely collaborate with anyone, anywhere in the world. Even when people, pipelines, or processes change, ftrack keeps things in the frame.
ftrack’s clients are found in 60 countries around the world and regularly win prestigious awards for the high level of quality they produce across motion pictures, streaming platforms, linear broadcasting, gaming, animation, advertising, VR, AR, and more. Whatever projects ftrack is used to facilitate, the goal always remains the same – make process disappear behind progress, so teams can focus on what matters most: being creative.
ftrack employs 50 people across development, engineering, support, sales, marketing, finance, admin, and more, with employees located in seven countries around the globe.
Job details
Location
Remote, Global
Department
Support
Job type
Full-time
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