Senior Technical Writer - Customer Onboarding Architect

Elastic; Charlotte (NC); Remote; USD 128,000 - 203,000; Full time

Benefits offered by this job

Health coverage for you and family

Flexible locations and schedules

Generous vacation days

Company-matched donations up to $2000

Up to 40 hours/year for volunteer work

Parental leave (16 weeks)

Job summary

Elastic, the Search AI Company, is seeking a Principal Technical Writer to lead onboarding and Getting Started content strategy. You will transform materials into a cohesive, narrative-driven experience guiding users from first setup to value realization.

Collaborate with SSC, product, and documentation to support trial-to-paid conversion. We care about ownership, narrative excellence, and data-informed decisions.

Qualifications

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

Responsibilities

• Drive the onboarding content strategy. Define and execute a cohesive narrative for how users learn to use our products, ensuring a seamless story from the first visit to successful deployment.
• Align Field, Product, and Docs. Act as a central point of contact for stakeholders. Work with Product teams to understand roadmap changes, Field teams to identify friction points in real-world deployments, and Documentation teams to ensure high-quality content output.
• Design user-focused flows. Create organized onboarding experiences highlighting best practices, troubleshooting, and clear next steps.
• Measure and Iterate. Use user research, support feedback, and telemetry to identify where users stall and iterate on content to reduce churn and improve time-to-first-value.

Skills

7+ years exp

Cross-functional leadership

Narrative skills

Data-driven mindset

Collaborative spirit

Customer knowledge

Job description

Elastic, the Search AI Company, is seeking a Principal Technical Writer to lead onboarding and Getting Started content strategy. You will transform materials into a cohesive, narrative-driven experience guiding users from first setup to value realization.

Collaborate with SSC, product, and documentation to support trial-to-paid conversion. We care about ownership, narrative excellence, and data-informed decisions.