Technical Documentation & Enablement Specialist

Job Posting: Technical Documentation & Enablement Specialist 

Are you a strong communicator who can take complex software functionality and turn it into clear, useful content for customers, employees, sales teams, and marketing teams? Do you enjoy learning how software works, creating training materials, and helping people understand how to get the most value from technology? If so, we invite you to join our team as a Technical Documentation & Enablement Specialist.

This is a unique opportunity to work across nearly every area of ezJustice, helping translate new software development into better customer education, stronger sales and marketing materials, and improved overall customer experience.

Location: Mansfield, Ohio 

About Us:

StepMobile is a leading technology company dedicated to revolutionizing the criminal justice sector through our ezJustice software solutions. Our mission is to develop and implement technology that streamlines processes, improves communication, and helps courts, probation departments, law enforcement agencies, and other justice organizations operate more effectively.

We are a team of passionate professionals committed to creating software that makes a meaningful and lasting impact on the criminal justice system.

Key Responsibilities: 

• Work directly with software developers, development team leads, product stakeholders, support, implementation, sales, marketing, and customer success teams to understand new features, enhancements, and customer needs.
• Write and maintain clear, accurate software release notes as new development and enhancements are completed.
• Translate technical development information into easy-to-understand content for customers and non-technical team members.
• Create and maintain help articles, user guides, technical tips, FAQs, and other product documentation for the ezJustice product suite.
• Develop step-by-step training materials that help customers understand and successfully use ezJustice applications.
• Record short training videos, software demonstrations, product walkthroughs, and other educational content.
• Work with the Support team to identify recurring customer questions and determine where additional documentation, training, or technical tips could improve the customer experience.
• Help ensure documentation and training materials remain current as ezJustice products and workflows evolve.
• Create concise internal feature summaries that help the Sales team understand what new functionality does, why it matters, what problem it solves, and how to position it with customers and prospects.
• Create high-level feature and benefit summaries for the Marketing team to use when updating websites, brochures, one-sheets, presentations, email campaigns, social media, and other marketing materials.
• Help ensure Sales and Marketing remain current on newly released ezJustice functionality and product improvements.
• Assist with customer onboarding and ongoing customer education by identifying areas where additional training materials may be needed.
• Help plan and develop customer webinars, including presentations, demonstrations, talking points, scripts, handouts, and supporting educational content.
• Present or co-present customer training sessions and webinars when appropriate.
• Develop ongoing educational content highlighting new features, underused functionality, best practices, and technical tips for existing customers.
• Help create a consistent customer education strategy that continues beyond initial implementation and training.
• Maintain an organized library of current product documentation, training videos, release notes, and educational resources.
• Proactively identify opportunities where better documentation or education could improve product adoption, reduce support requests, increase customer satisfaction, and improve customer retention.
• Serve as a communication bridge between our technical teams and the customers and employees who need to understand what we are building and why it matters.
  

Requirements:

• Exceptional written and verbal communication skills.
• Strong ability to understand complex information and explain it clearly to non-technical audiences.
• Strong organizational skills and attention to detail.
• Ability to quickly learn software applications, features, and workflows.
• Comfortable working directly with software developers and asking detailed questions to fully understand new functionality.
• Ability to independently research a feature or workflow and turn that information into accurate documentation or training materials.
• Comfortable creating screenshots, screen recordings, presentations, and instructional content.
• Strong editing and proofreading skills.
• Ability to manage multiple projects, priorities, and deadlines simultaneously.
• Strong interpersonal skills with the ability to collaborate across development, support, implementation, sales, marketing, and leadership teams.

Desirable Qualities:

• Previous experience in technical writing, software documentation, customer education, software training, customer success, product enablement, or a related field.
• Experience creating software release notes, help documentation, knowledge-base articles, or user guides.
• Experience creating instructional or software training videos.
• Experience working directly with software development or product teams.
• Experience developing or presenting webinars and virtual training programs.
• Experience working with SaaS or other software products.
• Experience with knowledge-base, screen recording, video editing, presentation, or learning management tools.
• Background or familiarity with courts, probation, law enforcement, criminal justice, government agencies, or public-sector software.
• Ability to look at a new software feature from multiple perspectives and determine what customers, Support, Sales, Marketing, and other internal teams each need to know.

Perks and Benefits: 

• Competitive salary of $80,000 plus performance-based bonuses.
• Comprehensive health, dental, and vision benefits, and additional policies for financial security.
• 401K with match, profit sharing, 8 paid holidays plus personal time off.
• Opportunities for professional growth and development.
• Opportunity to work directly with company leadership and influence how ezJustice educates and communicates with its customers.
• Engaging and inclusive company culture.

If you're excited about the opportunity to combine strong communication skills with technology and customer education, we encourage you to apply. This position plays an important role in making sure the software we build is understood, adopted, marketed, supported, and successfully used by our customers.

Join us in shaping the future of criminal justice through innovative software solutions. Apply today by sending your resume and a cover letter detailing your relevant experience and motivation for joining StepMobile.