Technical Content Writer

Priority Idc; Chandigarh; Hybrid; INR 600,000 - 900,000; Full time

Benefits offered by this job

5 Days Working

Complimentary Meal

Internet Reimbursement

Gym Reimbursement

Group Medical Insurance

Mental Health Support

Relocation Assistance

Job summary

Priority Technology Holdings, Inc. is seeking a Technical Writer, Operations to own documentation that keeps our internal teams running smoothly.

This role sits at the intersection of process, systems, and people, turning knowledge into clear SOPs, runbooks, and workflows that reduce ramp-up time and maintain consistency as we scale. You will partner with TAM, support, operations, and engineering to document processes end‑to‑end.

Qualifications

• 2–5 years in technical writing or operations within SaaS/tech environment.
• Experience writing SOPs, runbooks, or playbooks for operations, account management, or support teams.
• Experience documenting software platforms and integrations well enough to translate to operational procedures.
• Ability to interview subject matter experts and convert ad-hoc processes into repeatable documentation.
• Excellent writing, editing, and proofreading skills with attention to sequencing and edge cases.
• Comfort mapping workflows and cross-team hand-offs to clarify ownership.
• Familiarity with documentation tools such as Confluence, Notion, HubSpot.
• Strong organizational skills across multiple ops workstreams.
• Comfort working cross-functionally with engineering, product, TAM, and support teams across time zones.
• Bachelor's degree in English/Communications/Business/Engineering (or equivalent).
• Self-starter in a fast-paced startup environment.

Responsibilities

• Write and maintain SOPs, runbooks, and playbooks for technical account management, support, onboarding, sales, and customer success teams.
• Document internal workflows end-to-end, including escalation paths, hand-offs, and decision points.
• Capture undocumented tribal knowledge and convert into repeatable procedures with process owners.
• Maintain platform and integration documentation for internal operations (setup steps, configuration, troubleshooting).
• Audit existing SOPs regularly to catch drift and gaps from product or system changes.
• Standardize documentation formats and templates for consistency and scalability.
• Organize documentation in a central knowledge base with clear ownership and versioning.
• Turn SOPs into training material for new-hire onboarding.
• Identify missing/unclear documentation causing errors or delays.
• Track documentation health and report gaps to stakeholders.

Skills

Technical writing

Process documentation

SaaS domain knowledge

Cross-functional collaboration

Interview SMEs

Editing & proofreading

Education

Bachelor's degree (English/Communications/Business/Engineering)

Tools

Confluence

Notion

HubSpot

Lucidchart

Miro

Visio

Job description

Company Profile

Priority Technology Holdings, Inc. (NASDAQ: PRTH), is headquartered in Alpharetta, Georgia USA. Our India office is located in Chandigarh, where our dynamic team builds state of the art, sophisticated Fintech products & solutions.

We are an emerging payments powerhouse that offers a single unified platform for Banking & Payments powering modern commerce. Priority offers a unique family of products which integrate into SMB Payments, B2B Payments and Enterprise Payments to help businesses thrive.

We are on a mission to offer an industry agnostic platform that enables businesses to collect, store and send money using various new age payment methods.

Priority is an employee-first organisation and we continually strive to ensure their professional and personal success supported by employee friendly policies and a positive work environment built on mutual respect and professionalism. We offer a dynamic work environment, with continuous growth & learning opportunities. We believe in growing together and our people are the driving force behind our success.

Job Description

About the Role:

We're looking for a Technical Writer, Operations to own the documentation that keeps our internal teams running smoothly. This role sits at the intersection of process, systems, and people turning "how we do things here" knowledge into clear SOPs, workflows, and runbook that reduce ramp-up time, cut down on repeat questions, and keep operations consistent as we scale. You'll work closely with technical account management, support, operations, and engineering to document processes end-to-end.

What You'll Do:

• Write and maintain Standard Operating Procedures (SOPs), runbook, and process playbooks for technical account management, support, onboarding, sales, and customer success teams
• Document internal workflows end-to-end, including escalation paths, team hand-offs, and decision points
• Partner with process owners and subject matter experts to capture undocumented tribal knowledge and turn it into repeatable procedures
• Maintain platform and integration documentation supporting internal operations (setup steps, configuration references, troubleshooting guides)
• Audit existing SOPs on a regular cadence to catch outdated steps, process drift, and gaps introduced by product or system changes
• Standardize documentation formats and templates so SOPs are consistent, scalable, and easy to follow under time pressure
• Organize documentation in a central knowledge base or wiki with clear ownership, versioning, and review cycles
• Turn SOPs into structured training material to support new-hire onboarding
• Work with operations leads to identify where missing or unclear documentation is causing errors, delays, or inconsistent outcomes
• Track documentation health (coverage, staleness, usage) and report gaps to stakeholders

Requirements

Must have:

• ( 2-5) & (5–10 )years of experience in technical writing, process documentation, or operations-focused roles within a SaaS, software, or technology environment
• Demonstrated experience writing SOPs, runbook, or playbooks for operations, account management, or support teams
• Experience documenting software platforms and integrations well enough to translate them into operational procedures
• Strong ability to interview subject matter experts and convert verbal or ad-hoc processes into structured, repeatable documentation
• Excellent writing, editing, and proofreading skills, with close attention to sequencing, accuracy, and edge cases
• Comfort mapping workflows and cross-team hand-offs (flowcharts, swim lanes, or similar) to clarify process ownership
• Familiarity with documentation and knowledge base tools (e.g., Confluence, Notion, HubSpot, or similar)
• Strong organizational skills, with the ability to manage and prioritize documentation across multiple ops workstreams
• Comfort working cross-functionally with engineering, product, TAM, and support teams — including across time zones with global teams
• Bachelor's degree in English, Communications, Business, Engineering, or a related field (or equivalent practical experience)
• A self-starter who thrives in a fast-paced startup environment and can jump in, observe, and test processes independently

Nice to have:

• Familiarity with Property Technology (PropTech), RUBS (Ratio Utility Billing System), or utility billing processes
• Experience with process improvement or operational excellence frameworks (e.g., Lean, Six Sigma, or similar)
• Familiarity with workflow/process mapping tools (e.g., Lucidchart, Miro, Visio)
• Prior experience embedded within or directly supporting a Technical Account Management (TAM), Support, or Operations team
• Experience with basic APIs, webhooks, or system integrations
• Experience tracking documentation metrics or running periodic SOP audits

Night Shift : 6:30 PM to 3:30 PM

Benefits

• 5 Days Working
• One Complimentary Meal per Day
• Internet Reimbursement
• Gym Reimbursement
• Group Medical Insurance
• Mental Health support benefits
• Relocation Assistance (if Applicable)