For over 20 years, Smartsheet has helped people and teams achieve–well, anything. From seamless work management to smart, scalable solutions, we’ve always worked with flow. We’re building tools that empower teams to automate the manual, uncover insights, and scale smarter. But more than that, we’re creating space– space to think big, take action, and unlock the kind of work that truly matters. Because when challenge meets purpose, and passion turns into progress, that’s magic at work, and it’s what we show up for everyday.
We are seeking an experienced Technical Writer to plan, develop, and maintain customer-facing content for the Smartsheet Help Center and internal product documentation. You'll partner with the product team to deliver and maintain documentation that serves as the foundation for customer and internal enablement. As a Technical Writer, you own documentation quality and strategy across our product knowledge base—enabling both customers and internal teams to self-serve and reducing support and training burden. You'll drive improvement initiatives across our documentation, learning tracks, guides, and video content, while managing rapid product changes.
You will report to the Manager, CE Enablement Knowledge Experiences based in the US. This role is eligible for remote work within Costa Rica. You must reside in Costa Rica.
You Will:
- Immerse yourself in Smartsheet's product line and gain an understanding of the technologies and features necessary for accurate documentation.
- Distill specification documents and internal technical specifications and use the information to create targeted, quality, customer-facing content. Deliverables include but aren’t limited to:
- Produce customer-facing video content, including scripting, recording, and light editing in collaboration with stakeholders and subject matter experts
- Work with Subject Matter Experts (SMEs) to ensure the technical accuracy of your work
- Use AI tools to accelerate content production, improve quality, and scale output—applying established team workflows and experimenting with new approaches as the tooling evolves
- Track and report on your own project assignments and schedule, working towards hard deadlines
- Contribute to templates, processes, and standards that support consistent, scalable content production
- Review and compile internal change requests and customer feedback and use this information to recommend and implement content changes
- Work with the Web Team to suggest Help site improvements for both the end user and the writers who are publishing content
- Maintain the Smartsheet Help and Learning style guide
- Optimize content for discoverability via Search
- Work on improvement projects to implement content governance tools, improve processes, and document changes.
- Other job duties as assigned.
You Have:
- 3-5 years of experience writing or editing content for a variety of audiences on the web
- A BA in English, Technical Communication, or a related discipline (or equivalent experience)
- Basic understanding of and ability to use HTML formatting
- Strong Command of English language both oral and written (C1 and above)
- Experience developing templates and processes for ensuring consistent delivery
- Understanding of SEO and GEO best practices
- Experience using analytics tools (Google Analytics, for example) to make impactful content decisions
- A passion for technology and familiarity with the benefits and challenges of working on a SaaS product
- An ability to distill technical jargon and turn it into clear and professional language that is customer-focused
- Familiarity with video content production—scripting, screen recording, or light editing
- Experience creating screenshots and/or visual diagrams to promote understanding of complex ideas
- Strong organizational skills and an ability to perform basic project management and prioritization tasks
- Experience with content production, for example, moving a document from a draft stage in one tool and formatting and publishing it to a CMS
- Experience using one or more content management systems (experience using Drupal 9 or newer is a plus)
- Demonstrated experience integrating AI tools into professional workflows, including building custom AI configurations (such as GPTs or Gems) and connecting LLMs to external platforms
- A point of view on where AI is taking technical writing, incuding familiarity with AI writing tools and an interest in expanding how AI is used in content workflows
- Smartsheet Product Certification preferred by not required
Perks & Benefits:
- Fully paid Health & Life insurance for full-time employees and family members
- Monthly stipend to support your work and productivity
- Asociacion Solidarista with employee and employer contributions, as well as potential alliances with entities such as universities, gyms, etc.
- 12 days paid Vacation + Flexible Time Away Program
- 20 weeks fully paid Maternity Leave
- 12 weeks fully paid Paternity/Adoption Leave
- Personal paid Volunteer Day to support our community
- Opportunities for professional growth and development, including access to Udemy online courses
- Company Funded Perks, including a counseling membership and your own personal Smartsheet account
- Teleworking options from any registered location in Costa Rica (role-specific)
Get to Know Us:
At Smartsheet, your ideas are heard, your potential is supported, and your contributions have real impact. You’ll have the freedom to explore, push boundaries, and grow beyond your role. We welcome diverse perspectives and nontraditional paths—because we know that impact comes from individuals who care deeply and challenge thoughtfully. When you’re doing work that stretches you, excites you, and connects you to something bigger, that’s magic at work. Let’s build what’s next, together.
Equal Opportunity Employer:
Smartsheet is an Equal Opportunity (EEO) employer committed to fostering an inclusive environment with the best employees. It is our policy to provide equal employment opportunities to all qualified applicants in accordance with applicable laws in the US, UK, Australia, Germany, Costa Rica, Japan, Bulgaria, and India. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.
If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.
#LI-Remote