Technical Documentation Manager

At Bluebeam, we empower people to advance the way the world is built. We create smart software solutions that make construction sites more efficient, connected and safe and improve the lives of design and construction professionals everywhere.

The Technical Documentation Manager reports to the Director of Technical Support and owns all customer-facing technical documentation and troubleshooting articles, as well as the management of the support.bluebeam.com global website and interface. The Technical Documentation Manager's main function is to lead a team of tech writers and web developers. This team collaborates with technical support staff to prioritize information needed by our users and ensure its accuracy and effectiveness, as well as with Product teams to prepare for coming product changes, and with the Creative team to ensure the UX of the support site is branded appropriately and has an interface that is simple to navigate. This leader is expected to work constantly to identify opportunities to maximize operational efficiencies within this group as well as keeping them engaged and proud of what they do.

Roles & Responsibilities

  • Guide and mentor a team of technical writers and web developers
  • Create and manage all customer-facing online technical content in supported languages
  • Own process for ongoing evaluation of needed content
  • Collaborate regularly with other stakeholders in Frontline Support, Product and Creative
  • Own the success of support.bluebeam.com interface, operability, search functionality, etc
  • Align work with other website and content owners
  • Ensure all supported languages are represented effectively
  • Analyze current state of customer journey and needed resource to ensure customer success
  • Drive meaningful and measurable productivity increases within the team
  • Drive continuous innovation in self-service programs and tools to enhance overall excellence
  • Be an active contributor in the management team driving Customer Success at Bluebeam
  • Guide the analysis of the current skill set, knowledge, and execution of Tech Doc team
  • Hire and develop talent as needed

Qualifications

  • 7+ years' relevant work experience 
  • Bachelor's degree in related discipline 
  • Successful previous ownership of support documentation website
  • Experience in improving customer journey and access to online resources
  • Experience leading process, program, and content design 
  • Experience launching and managing new content and platforms 
  • Ability to lead and develop high performance teams 
  • Excellent presentation, facilitation, and written skills 

Bonus points if you have these:

  • Experience working within the AEC (Architectural, Engineering, and Construction) industry
  • Experience with WordPress and Salesforce
  • Experience with Smartling GDN localization automation
  • Experience publishing support agent generated KCS articles
  • Experience managing an online Customer Community

If you think you are a good match for the Bluebeam team, and you like to have fun while doing great work, please send us the following: 

  • Your Resume  
  • Please feel free to add anything here that is specific to the job (portfolio, website, etc.)  

What We Offer

  • People-focused, entrepreneurial start-up culture with the backing of a stable, global, corporate entity - Nemetschek
  • Competitive compensation and benefits package (medical, dental, education reimbursement, 401k, wellness resources)
  • Work-life balance fostered through a culture of diversity, inclusion, and appreciation of individual lifestyle needs
  • You will have the opportunity for continuous professional development!

About Bluebeam

The construction industry is adopting new technology at a feverish pace. Tablets and cell phones are replacing paper blueprints, drones are surveying jobsites in 3D, and cloud collaboration is changing the way teams work together.  Bluebeam plays a crucial role in this transformation. The key to our success is a customer-focused approach to product development: we work with the industry to create solutions for the industry. Today, over 2 million people throughout the world use Bluebeam. In the US, we're a critical partner for the majority of top AEC firms, and rapidly expanding our presence globally, with offices in Sweden, Germany and the UK.

Come design and build your future with us.

Bluebeam is proud to be an equal opportunity workplace. We are committed to equal opportunity regardless of race, color, ancestry, religion, gender, gender identity, parental or pregnancy status, national origin, sexual orientation, age, citizenship, marital status, disability, or veteran status.

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Company
Bluebeam
Posted
10/04/2021
Salary Range
$65,000.00 - 129,000.00
per Year
Salary range estimated by
Location
Pasadena, CA 91101, US
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