Technical Content Writer & Knowledge Specialist

We re looking for a Knowledge Specialist to own and evolve our self-service and internal documentation experience. You ll be the go-to person for creating, updating, and organizing help content that empowers both customers and teammates.This is a hands-on role where you ll execute on documentation needs while also helping improve how we manage knowledge at scale. You'll collaborate across teams, source information from tools like Slack and Notion, and help build systems that actually work. There s room to shape processes but we need someone who s excited to do the work, not just talk about it.What you'll work onHelp Center articles that explain features, troubleshoot issues, and support self-serviceInternal docs like onboarding guides, team workflows, and support playbooksTraining resources in collaboration with product and marketing for new launchesBest practices videos using tools like Loom, CleanShot, or ScreenStudio (optional but nice!)Notion workspaces and internal wikis to keep our team aligned and efficientWhat you ll doWrite, edit, and maintain customer and internal documentationTriage and fulfill help doc requests whether that s a quick update or a new articlePartner with support, product, and engineering to gather accurate info fastKeep content organized, searchable, and up-to-date across our toolsUse feedback and analytics to spot gaps and improve what we ve got(Bonus) Help train chatbots and surface smart self-service suggestionsWhat we re looking for1-2+ years of experience with Shopify is required, bonus if you have experience working with subscriptions1-2+ years of experience in technical writingExperience working with API, graphQL, Shopify Liquid, HTML, CSS is preferred but not requiredComfort with leveraging AI tools to optimize processesClear, friendly writing with strong attention to detailAbility to move fast and stay organized across many projectsComfortable being proactive especially when things aren t fully scopedExperience with knowledge tools like Zendesk, Intercom, or Document360 is a plusBonus if you ve made help videos or done light training content before