This role sits within Digital Strategy & Experience — MNTN Engineering's customer-experience team — powering support, AI, in-product guidance, and releases so customers understand changes and move forward with confidence: content that's accurate, consistent, findable, reusable, and AI-ready.

Content is the source our AI draws from, so how it's designed — architecture, taxonomy, governance, AI-ready standards, release readiness, and cross-product strategy — is set at the program level. This role proves it out, spanning Help Centers, release notes, micro-tutorials, support procedures, in-app copy, internal knowledge, and change communications, each written for its reader: customer, agent, or teammate — with the judgment and craft to make it land.

Impact shows in the numbers: self-service resolution, AI deflection, and how fast top support drivers close. Here's what that looks like day to day.

What you’ll do

• Own content for your product portfolio across Help Centers, release notes, micro-tutorials, internal knowledge, and change guidance, including articles, videos, technical documentation, and troubleshooting content built for real customer problems.
• Lead content readiness for product launches, partnering with Technical Program Managers to turn product and engineering documentation into accurate, AI-ready customer content alongside development. Content coverage is a launch requirement, held to the same standard as code and QA.
• Create the plain-language story behind every product change, what changed, why it matters, and what customers should do next, giving Product Marketing, Digital Strategy, and Revenue Enablement a consistent starting point.
• Partner with the Digital Strategy Manager to create and maintain clear, timely in-app guidance that helps customers take the right action in the moment.
• Own the content coverage and gap-closure roadmap for your product line, prioritizing the issues with the greatest impact on self-service resolution and AI deflection.
• Turn complex product information into clear, decision-ready guidance, from quick how-tos to strategic resources, using established taxonomy, quality, and AI-retrieval standards.
• Build the language foundation for a consistent customer experience, including terminology, tone, and voice standards across every surface.
• Track content performance across self-service resolution, AI retrieval, and accuracy, then use those insights to rebuild, restructure, or retire content.

What success looks like

• Content you’ve built is measurably closing top support drivers and contributing to AI deflection, not just adding volume to the Help Center.
• All content health metrics for your portfolio are trending upward toward the team's targets, building on today's baselines.
• Your account of what changed stands alongside the product release brief and positioning docs as a core input to the GTM motion, sharpening release clarity for Product, Product Marketing, Digital Strategy, and Revenue Enablement

What you’ll bring

• 4+ years of experience in content design, content strategy, or technical writing, in SaaS, with a track record of owning content for a product line or portfolio, not just executing requests.
• A sharp writing and editing bar, developed enough to turn dense or ambiguous product information into guidance a customer can act on with confidence.
• Deep technical acumen, comfortable pressure-testing engineering documentation and troubleshooting flows well enough to catch what’s missing, not just translate what’s given.
• A track record of partnering directly with Product leaders and engineers as a peer during the release process, pulling from documentation, asking sharp follow-up questions, and closing gaps through direct product access.
• Working knowledge of writing content for AI retrieval and conversational support tools, you understand that structure and clarity determine whether a model gets the answer right. You deeply understand how content drives comprehension, engagement, adoption, and trust.
• You range across formats, equally fluent in a troubleshooting article, a release note, in-app UX copy, or a short how-to script, and you have the judgment to know which one a topic actually needs. Comfortable extending into interface craft (microcopy, in-product UI text) when a surface calls for it, even though it's not the daily center of gravity of this role.
• A self-directed operator who takes a prioritized roadmap and a quality bar and runs, without needing every piece of work defined.