About the Role
You'll lead MeridianLink's technical documentation strategy and team, working closely with product, engineering, and support to ensure our customers have clear, comprehensive guides for every aspect of our lending platform. As a strong writer and thoughtful mentor, you'll set the direction for documentation—implementing and managing our authoring tools and infrastructure, defining content structure, standards, and processes—while developing your team's capabilities. You'll contribute hands-on to our most complex guides while creating space for your writers to grow and take ownership of their work. This role values both strategic thinking and collaborative leadership, with the opportunity to shape how technical communications function across the organization.
Key Responsibilities
- Contribute hands-on to documentation while managing and mentoring writers; model quality standards through your own work
- Design and implement documentation content structure and taxonomy across MeridianLink product suite; ensure consistency and discoverability
- Build and maintain content authoring infrastructure (tool implementation, template management, publishing workflows)
- Partner with support and CSM organizations to define a comprehensive plan for customer-facing content that incorporates technical documentation, FAQs, KBs, and training materials.
- Manage technical writing team: hiring, mentoring, workload assignment, performance management
- Authoring: Write substantial portions of administrator and user guides; mentor writers on complex/high-stakes content
- Define documentation process and standards; establish style guide, review cadence, and quality gates
- Partner with product and engineering on documentation scope, requirements, and release timing
- Oversee documentation release cycle aligned with product launches
- Analyze user feedback and support tickets to identify content gaps and prioritize improvements
Required Qualifications
- 7+ years in technical writing; 3+ years managing writers at a SaaS company
- Hands-on experience authoring large, complex administrator and user guides (single products or product families)
- Hands-on implementation experience with enterprise authoring tools (MadCap Flare, Paligo, or equivalent) as well as knowledge bases; ability to set up projects, templates, and publishing workflows
- Experience designing documentation structure and information architecture for multiple products or a large product suite
- Demonstrated ability to move teams from ad-hoc to systematic approaches (process definition, taxonomy, tooling)
- Experience using AI tools to generate content drafts and automate processes
Preferred Qualifications
- Consumer or mortgage software lending experience
- Exposure to API/developer documentation