Principal Technical Writer - Customer Onboarding
<div class="content-intro"><p>Elastic, the Search AI Company, enables everyone to find the answers they need in real time, using all their data, at scale — unleashing the potential of businesses and people. The Elastic Search AI Platform, used by more than 50% of the Fortune 500, brings together the precision of search and the intelligence of AI to enable everyone to accelerate the results that matter. By taking advantage of all structured and unstructured data — securing and protecting private information more effectively — Elastic’s complete, cloud-based solutions for search, security, and observability help organizations deliver on the promise of AI.</p></div><h3><strong>What is The Role</strong></h3>
<p><span data-offset-key="8n2rk-0-0"><span data-text="true">We are looking for a Principal Technical Writer to lead the strategy and execution of our customer onboarding and 'Getting Started' content. Your mission is to transform our onboarding materials into a cohesive, narrative-driven experience that guides users to their first 'aha!' moment. You will partner closely with the Self-Service (SSC) team, acting as a bridge between the field, product, and documentation to ensure our content is not just </span></span><span id="popover-trigger-:ru:" class="chakra-text css-8zk7oi"><span data-offset-key="8n2rk-1-0"><span data-text="true">accurate</span></span></span><span data-offset-key="8n2rk-2-0"><span data-text="true">, but effective at guiding trial-to-paid conversion. In this role, you will define the narrative architecture of our user journey, ensuring that every touchpoint, from first-time setup to advanced feature adoption, feels like a seamless, intentional story. You'll be the champion of the new-user experience, working in lockstep with others to turn technical capability into user success.</span></span></p>
<h3><strong>What You Will Be Doing</strong></h3>
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<div class="public-DraftStyleDefault-block public-DraftStyleDefault-ltr" data-offset-key="54q3n-0-0"><span data-offset-key="54q3n-0-0"><span data-text="true">Drive the onboarding content strategy.</span></span><span data-offset-key="54q3n-0-1"><span data-text="true"> 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.</span></span></div>
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<div class="public-DraftStyleDefault-block public-DraftStyleDefault-ltr" data-offset-key="33e6j-0-0"><span data-offset-key="33e6j-0-0"><span data-text="true">Align Field, Product, and Docs.</span></span><span data-offset-key="33e6j-0-1"><span data-text="true"> Act as a central point of contact for stakeholders. Work with Product teams to understand </span></span><span id="popover-trigger-:r10:" class="chakra-text css-cua023"><span data-offset-key="33e6j-1-0"><span data-text="true">roadmap</span></span></span><span data-offset-key="33e6j-2-0"><span data-text="true"> changes, Field teams to identify friction points in real-world deployments, and Documentation teams to ensure high-quality content output.</span></span></div>
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<div class="public-DraftStyleDefault-block public-DraftStyleDefault-ltr" data-offset-key="a1sie-0-0"><span data-offset-key="a1sie-0-0"><span data-text="true">Design user-focused flows.</span></span><span data-offset-key="a1sie-0-1"><span data-text="true"> Create organized onboarding experiences. These should highlight best practices, troubleshooting, and clear next steps. Avoid confusing 'choose-your-own-adventure' methods.</span></span></div>
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<div class="public-DraftStyleDefault-block public-DraftStyleDefault-ltr" data-offset-key="2pfs5-0-0"><span data-offset-key="2pfs5-0-0"><span data-text="true">Measure and Iterate.</span></span><span data-offset-key="2pfs5-0-1"><span data-text="true"> 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.</span></span></div>
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<h3>What You Bring </h3>
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<div class="public-DraftStyleDefault-block public-DraftStyleDefault-ltr" data-offset-key="3tifg-0-0"><span data-offset-key="3tifg-0-0"><span data-text="true">7+ years of relevant experience.</span></span><span data-offset-key="3tifg-0-1"><span data-text="true"> Experience in technical writing or developer-focused roles, with a proven track record in onboarding or user journey design.</span></span></div>
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<div class="public-DraftStyleDefault-block public-DraftStyleDefault-ltr" data-offset-key="akqup-0-0"><span data-offset-key="akqup-0-0"><span data-text="true">Cross-functional </span></span><span id="popover-trigger-:r12:" class="chakra-text css-1j6t0d7"><span data-offset-key="akqup-1-0"><span data-text="true">leadership</span></span></span><span data-offset-key="akqup-2-0"><span data-text="true">.</span></span><span data-offset-key="akqup-2-1"><span data-text="true"> Proven ability to lead initiatives and influence stakeholders across product, engineering, and sales/field organizations.</span></span></div>
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<div class="public-DraftStyleDefault-block public-DraftStyleDefault-ltr" data-offset-key="bqh52-0-0"><span data-offset-key="bqh52-0-0"><span data-text="true">Deep narrative skills.</span></span><span data-offset-key="bqh52-0-1"><span data-text="true"> Experience in creating compelling, cohesive stories for complex technical products.</span></span></div>
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<div class="public-DraftStyleDefault-block public-DraftStyleDefault-ltr" data-offset-key="bocjc-0-0"><span data-offset-key="bocjc-0-0"><span data-text="true">Data-driven mindset.</span></span><span data-offset-key="bocjc-0-1"><span data-text="true"> Comfortable using analytics, UXR, and support data to inform documentation decisions and prioritize work.</span></span></div>
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<div class="public-DraftStyleDefault-block public-DraftStyleDefault-ltr" data-offset-key="29b7o-0-0"><span data-offset-key="29b7o-0-0"><span data-text="true">Collaborative spirit.</span></span><span data-offset-key="29b7o-0-1"><span data-text="true"> Experience working in large, distributed organizations where alignment across multiple teams is critical to success.</span></span></div>
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<div class="public-DraftStyleDefault-block public-DraftStyleDefault-ltr" data-offset-key="9alsg-0-0"><span data-offset-key="9alsg-0-0"><span data-text="true">Customer knowledge.</span></span><span data-offset-key="9alsg-0-1"><span data-text="true"> Experience with self-service cloud products as a user or practitioner, with an </span></span><span id="popover-trigger-:r14:" class="chakra-text css-8zk7oi"><span data-offset-key="9alsg-1-0"><span data-text="true">understanding</span></span></span><span data-offset-key="9alsg-2-0"><span data-text="true"> of how customers onboard, evaluate, and adopt technical tools.</span></span></div>
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<p><span data-offset-key="9alsg-2-0"><span data-text="true">Our docs team helps shape the evolution of our products and services. We care deeply about giving you ownership of what you’re working on. We believe Elastic achieves greatness when you are free to pursue your ideas and are surrounded and challenged by your peers.</span></span></p><div class="content-conclusion"><h2><strong>Additional Information - We Take Care of Our People</strong></h2>
<p>As a distributed company, diversity drives our identity. Whether you’re looking to launch a new career or grow an existing one, Elastic is the type of company where you can balance great work with great life. Your age is only a number. It doesn’t matter if you’re just out of college or your children are; we need you for what you can do.</p>
<p>We strive to have parity of benefits across regions and while regulations differ from place to place, we believe taking care of our people is the right thing to do.</p>
<ul>
<li>Competitive pay based on the work you do here and not your previous salary</li>
<li>Health coverage for you and your family in many loca
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