# Principal Technical Writer - Customer Onboarding

**Company**: Elastic
**Location**: United States
**Experience**: senior
**Job type**: full-time
**Salary**: $128,200-$202,900 USD
**Category**: IT
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/elastic/jobs/8186927?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_11ea3300-1e8

## Description

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.

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 accurate, but effective at guiding trial-to-paid conversion.

### 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. These should highlight best practices, troubleshooting, and clear next steps. Avoid confusing 'choose-your-own-adventure' methods.

- 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.

### Requirements

- 7+ years of relevant experience. Experience in technical writing or developer-focused roles, with a proven track record in onboarding or user journey design.

- Cross-functional leadership. Proven ability to lead initiatives and influence stakeholders across product, engineering, and sales/field organizations.

- Deep narrative skills. Experience in creating compelling, cohesive stories for complex technical products.

- Data-driven mindset. Comfortable using analytics, UXR, and support data to inform documentation decisions and prioritize work.

- Collaborative spirit. Experience working in large, distributed organizations where alignment across multiple teams is critical to success.

- Customer knowledge. Experience with self-service cloud products as a user or practitioner, with an understanding of how customers onboard, evaluate, and adopt technical tools.

### Benefits

- Competitive pay based on the work you do here and not your previous salary

- Health coverage for you and your family in many locations

- Ability to craft your calendar with flexible locations and schedules for many roles

- Generous number of vacation days each year

- Increase your impact - We match up to $2000 (or local currency equivalent) for financial donations and service

- Up to 40 hours each year to use toward volunteer projects you love

- Embracing parenthood with minimum of 16 weeks of parental leave

## Skills

### Required
- technical writing
- onboarding
- user journey design
- cross-functional leadership
- narrative skills
- data-driven mindset
- collaborative spirit
- customer knowledge

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/elastic/jobs/8186927?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)