Job Description

About Optibus:

Optibus is a unified software platform revolutionizing public transportation planning, scheduling, and operations in over 7,000 cities worldwide. Using AI, ML, and optimization algorithms, it empowers agencies to design more efficient, equitable, and sustainable transit networks, enhancing passenger access, reducing emissions, and improving driver conditions. With offices globally and a team of 350+ employees, Optibus fosters a collaborative culture centered on innovation, determination, and impact. As the first unicorn in public transportation technology, Optibus is driving the modernization of mass transit to make it the preferred choice for cities and passengers alike.

About the position:

We are seeking a highly skilled and motivated Technical Writer to join the Education Team’s effort in auditing, revamping, and creating content for our customer-facing Help Center/Knowledge Base. This role is critical as the quality and structure of the documentation will directly feed and train our new AI support tools and directly support our customers.

Optibus Education team members have a deep desire to fully understand complex concepts, then be able to break them down to present them in a well-structured yet simplified and engaging manner.

The ideal candidate will be a strategic thinker who is a team player and an educator at heart, passionate about technology, with a deep understanding of technical documentation standards, information architecture, and the specific requirements for AI-ready content, training and education methodologies.

Responsibilities:

• Knowledge Base Revamp & AI Optimization:

Conduct a comprehensive audit of the existing Help Center content for accuracy, clarity, completeness, and consistency as we migrate to a new tool.

collaborate and maintain a new information architecture and content structure optimized specifically for ingestion and utilization by AI support tools (e.g., clear, concise articles, defined topic boundaries, robust tagging/metadata).

Collaborate with the AI/Engineering teams to understand the technical requirements for content delivery to the AI platform and establish content governance rules.

• Content Creation and Management:

Write, edit, and publish high-quality, user-friendly technical documentation, including tutorials, how-to guides, troubleshooting steps, and feature overviews for our SaaS product.

Understand target audiences to be able to accommodate the different roles and personas.

Ensure all content adheres to our brand voice, style guide, and technical accuracy.

Manage the documentation lifecycle within the chosen Knowledge Base platform (Confluence, Intercom).

• Cross-functional Collaboration:

Work closely with Product Managers and Engineers to document new features and updates before launch, for both internal and external users.

Partner with the Customer Support team to identify key pain points and knowledge gaps that can be addressed by improved documentation and AI routing.

Provide feedback to the product team on UI/UX improvements based on content structure and user confusion.

• Metrics and Improvement:

Establish and track key performance indicators (KPIs) related to documentation effectiveness, such as content usage, search success rates, case deflection rates attributable to the AI, and content quality scores.

Requirements

Requirements:

• 3+ years of professional experience as a Technical Writer, Documentation Specialist, or Content Strategist, preferably within a SaaS or technology environment.
• Proven experience working with and structuring content for machine learning applications, chatbots, or search optimization
• Exceptional writing, editing, and communication skills with a strong command of grammar and style.
• Proficiency with at least one major Knowledge Base/CMS platform
• Demonstrated ability to simplify complex technical concepts for a non-technical audience.
• Language Fluency:
• Fluent English - Mother tongue level
• Fluent in at least one of the following language as mother tongue (in addition to English):
• Italian
• German
• Portuguese

Preferred Qualifications:

• Experience with HTML, CSS, Markdown, or other light coding/markup languages used in documentation.
• Understanding of information retrieval systems and search algorithms.
• Experience in a product-led growth (PLG) company.

Optibus is proud to be an equal opportunity employer. We hire talented individuals, regardless of gender, race, ethnicity, ancestry, age, disability, sexual orientation, gender identity or expression, cultural background, religious beliefs, or any other characteristic protected by federal, state, or local laws. It is our responsibility at Optibus to provide an inclusive and accessible interview experience for all. We will provide reasonable accommodations for all candidates in need of individualised support during the hiring process.