Job Title: Knowledge Base Developer

Schedule: Full time role (1-3 Months) evolving to Part time (Ongoing)

Location: Remote (LATAM or Philippines; Eastern Time overlap required)

Time Zone Availability: Strictly 7:30 AM – 8:00 AM EST

Pay Range:

LATAM: $2,300–$3,500 USD / month (Full-Time equivalent)
Philippines: $1,500–$2,400 USD / month (Full-Time equivalent)

About the Company

We are a construction-specific time tracking, payroll, and compliance platform. Our SaaS product integrates seamlessly with leading accounting tools to eliminate repetitive manual data entry, automate employee timesheet movement, and optimize workforce management for complex, blue-collar industries.

Because we continuously ship new features and updates, we are looking for a dedicated Knowledge Base Developer to own, standardize, and scale our customer-facing self-service help resources.

Role Summary

The Knowledge Base Developer will take end-to-end ownership of building, structuring, and maintaining our customer-facing Help Center. You will bridge the gap between technical feature updates and clear, user-friendly customer education.

This position follows a two-phase structure:

Phase 1 (Ramp-Up & Buildout): Full-time (~40 hours/week) for the first 1 to 3 months to audit, rewrite, and build out our entire knowledge base.
Phase 2 (Ongoing Maintenance): Part-time (~10 to 20 hours/week) to maintain documentation as new features ship every week.
Future Growth: Exceptional candidates have a direct path to expand into customer support or customer success responsibilities over time.

Key Responsibilities

Knowledge Base Architecture & Creation: Audit existing support content; write, edit, and publish clear, step-by-step help articles, FAQs, and troubleshooting guides.
Feature Release Documentation: Review weekly engineering delivery tickets in Shortcut (Jira-equivalent) to identify product updates and build concise, actionable user guides.
Visual Documentation & Video Production: Capture high-resolution, thoughtfully staged screenshots with clear visual annotations (callouts, arrows). Produce short walkthrough videos using tools like Clueso.
Support & Ticket Analysis: Review customer interactions in Pylon / Intercom to identify recurring pain points and proactively turn common questions into self-service documentation.
Quality & Formatting Standards: Maintain consistent tone, typography, brand alignment, and clear heading hierarchies so articles are easy for non-technical users to scan and follow.
Cross-Functional Collaboration: Partner with internal Product, Customer Success, and Operations teams to verify technical accuracy prior to publishing.

Required Qualifications

2 to 5 years of experience in Knowledge Base Development, Technical Writing, Customer Success, or Product Documentation for a SaaS company.
Help Center Platforms: Hands-on experience with Pylon, Intercom, Zendesk, or similar customer support platforms.
Technical Aptitude: Ability to read technical product tickets (e.g., Shortcut, Jira) and translate complex workflows into simple, customer-friendly instructions.
Visual Content Skills: Proven ability to capture clean screenshots, annotate visual cues, and produce instructional video content using AI video/documentation software.
Communication: Exceptional written and spoken English skills with high attention to detail, clarity, and grammar.

Preferred Qualifications

Previous experience in Payroll, Accounting, HR Technology, Fintech, or Construction SaaS environments.
Familiarity with complex, multi-variable software workflows (e.g., hourly pay rates, prevailing wage, certified payroll, tax rates).
Experience building or restructuring a Help Center from an early or incomplete state.
Bilingual capabilities (English / Spanish) are a strong plus.

Success Metrics

Buildout Speed & Coverage: Completion of a comprehensive, fully updated Help Center during the initial 1–3 month phase.
Documentation Accuracy: Speed and precision of documentation updates following weekly engineering feature releases.
Self-Service Deflection: Reduction in repetitive support tickets through clear, self-service help resources.
Content Clarity: High visual and editorial standards across all published articles, screenshots, and videos.

Knowledge Base Developer - 64241518592