Principal Technical Writer - Customer Onboarding Strategy

Elastic; Columbus (OH); On-site; USD 128,000 - 203,000; Full time

Benefits offered by this job

Competitive pay

Family health coverage

Flexible schedules

Generous vacation days

Donation matching up to $2000

Volunteer hours (up to 40)

Parental leave (16 weeks)

Job summary

Elastic, the Search AI Company, seeks a Principal Technical Writer to lead onboarding and getting-started content, guiding users from first setup to first success. You will partner with the Self-Service (SSC) team to ensure content drives trial-to-paid conversion and defines the narrative architecture of the user journey.

The role emphasizes ownership of documentation, collaboration across product and field, and crafting a cohesive, story-driven experience for customers adopting Elastic's

Qualifications

• 7+ years of relevant experience in technical writing or developer-focused roles, with onboarding or user journey design experience.
• Cross-functional leadership across product, engineering, and sales/field organizations.
• Deep narrative skills creating cohesive stories for complex products.
• Data-driven mindset using analytics, UX research, and support data.
• Collaborative approach in large, distributed organizations.
• Customer knowledge of self-service cloud products and onboarding workflows.

Responsibilities

• Drive the onboarding content strategy to guide users from first visit to deployment.
• Align Field, Product, and Docs as a central point of contact for stakeholders.
• Design organized, user-focused onboarding flows with best practices and clear next steps.
• Measure and iterate using user research, support data, and telemetry to reduce churn and accelerate time-to-value.

Skills

Technical writing

User journey design

Cross-functional leadership

Narrative skills

Data-driven mindset

Collaboration

Customer knowledge

Job description

Elastic, the Search AI Company, seeks a Principal Technical Writer to lead onboarding and getting-started content, guiding users from first setup to first success. You will partner with the Self-Service (SSC) team to ensure content drives trial-to-paid conversion and defines the narrative architecture of the user journey.

The role emphasizes ownership of documentation, collaboration across product and field, and crafting a cohesive, story-driven experience for customers adopting Elastic's