Senior Technical Writer, Customer Education

Certara USA, Inc.; Upton (PA); On-site; USD 110,000 - 140,000; Full time

Job summary

Certara USA, Inc. seeks a Senior Technical Writer to plan, write, and maintain user-facing documentation for our scientific software platforms (e.g., Phoenix).

You will translate complex PK/PD, pharmacometrics, biosimulation, and modeling workflows into clear, accurate content for diverse audiences. As a senior member of the Customer Education team, you will mentor others, collaborate with software developers and SMEs, and use AI-assisted workflows with validation to ensure timely, high-quality

Qualifications

• Bachelor's degree in English, Technical Writing, Biological Sciences, or another applicable field.
• 7+ years of experience creating product documentation, online help, and Help Center content for Web- or cloud-based software.
• Experience with structured, topic-based authoring and content reuse (single-sourcing).
• Hands-on experience using AI-assisted tools in content development with validation and confidentiality awareness.
• Ability to explain complex scientific concepts to diverse audiences and validate accuracy with SMEs.
• Experience delivering documentation through planning, development, review, and release in agile environments.
• Strong organization and project management; ability to manage multiple assignments and deadlines.
• Excellent written and verbal communication in English, engaging SMEs and stakeholders.

Responsibilities

• Plan, write, and maintain product documentation, online help, release notes, and Help Center articles for assigned Certara products, including Phoenix.
• Research and write content on PK/PD, pharmacometrics, biosimulation, and modeling workflows.
• Design modular, reusable content that is easy to search and maintain across help, release notes, and Help Center.
• Own documentation deliverables for each release from planning through review, revision, and publication; track progress against schedule.
• Collaborate with software developers, product managers, and SMEs to validate technical and scientific accuracy.
• Manage Help Center content; use analytics, search terms, and feedback to prioritize updates.
• Maintain content standards, style guidelines, and templates; review others' documentation when requested.
• Use AI-assisted tools in drafting, editing and review with validation steps to protect accuracy and confidentiality.
• Mentor and provide guidance to other content team members.

Skills

Structured authoring

AI-assisted tooling

SME interviewing

Release planning

Project management

English communication

Education

Bachelor's degree in English

Master's or PhD in a relevant field

Tools

Jira

Confluence

Markdown

Git

Job description

Overview

About Certara

Certara is a growing company that provides a dynamic and exciting place to work. Our purpose is to assist in accelerating the development of meaningful medicines that make an impact on our society and the people that need them most. Innovation and creativity are highly valued, and everyone is given the opportunity for training and continuous development. Our portfolio spans the discovery, preclinical, clinical, and post-marketing phases of drug development, working with 1,200 commercial companies, 250 academic institutions, and numerous regulatory agencies.

The Senior Technical Writer plans, creates, and maintains user-facing documentation for Certara's scientific software platforms (e.g., Phoenix), including product documentation, online help, release documentation, and Help Center articles. The role covers assigned product areas and the scientific topics they support, such as pharmacokinetics/pharmacodynamics (PK/PD), pharmacometrics, biosimulation, and modeling workflows.

As a senior member of the Customer Education content team, this role works autonomously across multiple concurrent projects, mentors other content team members, and partners with software development, product management, and scientific experts on design discussions, testing, and releases.

The role is accountable for the completeness, accuracy, and timeliness of documentation for its assigned products in each software release, and for flagging gaps early so they do not become release risks. We are looking for an experienced technical writer who applies modern, structured content practices and AI-assisted workflows with sound judgment, and who can translate complex scientific and software concepts into clear, accurate content for varied audiences.

Responsibilities

• Plan, write, and maintain product documentation, online help, release documentation, and Help Center articles for assigned Certara products, including Phoenix.
• Research and write technically accurate content on PK/PD, pharmacometrics, biosimulation, and modeling workflows, learning the software well enough to evaluate workflows, outputs, and documentation implications.
• Design task-based, modular, reusable content that is easy to search, navigate, and maintain across help, release notes, and Help Center.
• Own documentation deliverables for each assigned release from planning through expert review, revision, and publication; track progress against the development schedule and elevate risks.
• Partner with software developers, product managers, and scientific subject matter experts (SMEs) to validate technical and scientific accuracy, including interviewing SMEs and participating in product design discussions and software testing.
• Manage assigned Help Center content, keeping it accurate, current, and well organized; use Help Center analytics, search terms, and customer feedback to prioritize updates.
• Maintain content standards, style guidelines, and documentation templates across products; review documentation produced by other departments when requested.
• Use AI-assisted tools in drafting, editing, and review workflows, applying defined validation steps to protect scientific accuracy, confidentiality, and quality; evaluate emerging authoring, AI, and automation tools for responsible adoption.
• Mentor and provide guidance to other content team members.

Qualifications

• Bachelor's degree in English, Technical Writing, Biological Sciences, or another applicable field.
• 7+ years of experience creating product documentation, context-sensitive online help, and Help Center content for Web- or cloud-based software applications.
• Experience with structured, topic-based authoring and content reuse (single-sourcing), using modern authoring and publishing tools.
• Hands-on experience using AI-assisted tools in content development, with an understanding of validation, accuracy, and confidentiality risks in scientific content.
• Demonstrated ability to explain complex scientific or technical concepts accurately to different audiences and to evaluate technical accuracy with SMEs.
• Experience owning documentation deliverables through planning, development, expert review, revision, and release in an agile or release-driven environment.
• Strong organization and project management skills, including prioritizing multiple assignments, estimating effort, managing dependencies, and meeting commitments.
• Excellent written and verbal communication skills in English, including the ability to engage SMEs and communicate decisions to technical and non-technical stakeholders.

Preferred Qualifications

• Master's degree or doctorate in a relevant scientific discipline.
• Familiarity with PK/PD, pharmacometrics, or modeling and simulation.
• Experience documenting software used in regulated or validated environments (e.g., GxP, 21 CFR Part 11), including release documentation under change control.
• Experience with docs-as-code workflows (e.g., Markdown, Git, automated publishing) or component content management systems.
• Experience with Jira and Confluence in development and review workflows.
• Experience producing screen captures, short videos, or interactive walkthroughs; familiarity with accessibility standards (e.g., WCAG, Section 508).
• Familiarity with a Learning Management System.

Certara bases all employment-related decisions on merit, taking into consideration qualifications, skills, achievement, and performance. We treat all applicants and employees without regard to personal characteristics such as race, color, ethnicity, religion, sex, sexual orientation, age, nationality, marital status, pregnancy, physical or mental condition, genetic information, military service, or other characteristic protected by law.