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.
About MNTN
Our recruiters will always reach out using an email address ending with @mountain.com OR @mntn.com. If you’re contacted by someone without that address and they mention a Reference Code (which we never use), then that ain’t us folks. Tell those trolls to take a hike–you’re waiting to climb a MNTN.
MNTN provides advertising software for brands to reach their audience across Connected TV, web, and mobile. MNTN Performance TV has redefined what it means to advertise on television, transforming Connected TV into a direct-response, performance marketing channel. Our web retargeting has been leveraged by thousands of top brands for over a decade, driving billions of dollars in revenue.
Our solutions give advertisers total transparency and complete control over their campaigns all with the fastest go-live in the industry. As a result, thousands of top brands have partnered with MNTN, including Tarte, Decked, and National University.
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