Senior Technical Documentation Specialist

Our Purpose

Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we’re helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential.

Title And Summary

Senior Technical Documentation Specialist

Job Title: Senior Technical Documentation Specialist, Priceless Platform, Pune, India

Overview

Are you passionate about creating clear and precise technical documentation? Were looking for someone who can collaborate with internal and external teams to create technical and customer facing documentation as well as troubleshoot technical issues. If you thrive in a high-growth, fast-paced startup-like organization within Mastercard, we want to hear from you.

The Priceless Platform was created by a Silicon Valley startup that Mastercard acquired. We are experiencing significant growth, and we are looking for a seasoned Technical Support Engineer in Europe, with experience in troubleshooting technical issues.

An e-commerce like workflow platform, Priceless Platform is Mastercard’s premium B2B2C platform. It delivers experiences and benefits to banks and partners globally, for their customers. Even after becoming part of Mastercard, we continue to run at high velocity, and drive impact. Our portfolio is expanding significantly, and we need to flawlessly execute to grow the business, while also designing and building for scale.

Role

We are looking for a Technical Writer who will work closely with our engineers to create software documentation that reflects the software or system for the end-users. This includes both user-facing documentation, such as technical manuals and tutorials, and internal engineering documentation including code diagrams and API references.

The Technical Writer serves as a crucial link, translating complex technical jargon into comprehensible language for stakeholders, facilitating seamless communication between engineers, developers, and business units. By ensuring that both user-facing and internal documentation are precise and clear, this role aids in aligning technical capabilities with business objectives, thereby driving efficiency and innovation across the organization.

This position will report to the manager in San Francisco, US.

• Disseminate technical information in easy-to-understand language for a non-technical audience
• Have technical accuracy in writing user documentation
• Create software documentation after a thorough collaboration with subject matter experts and technical staff
• Help others in creating documentation when needed
• Ability to take existing and potential content and improve it
• Convert complex documentation to easy language for multiple audiences
• Create product manuals with screenshots and tutorials
• Write documentation for internal teams such as developers and programmers as well as external - customer facing
• Communicate complex ideas in a concise manner
• Actively participate in internal initiatives within the support organization.
• Creating runbooks
• Take ownership of, investigate and resolve technical issues with a focus on maximizing customer satisfaction
  
  
  

Your background and experience

• 5+ years of proven experience in writing technical documentation
• Experience with debugging websites on mobile and desktop.
• Excellent verbal and written communication skills in English, any other languages considered as an advantage
• Ability to understand front-end technologies such as HTML/CSS/PHP/JavaScript. Experience in reading and comprehending code is beneficial for this role.
• Familiarity with relational databases and ability to write SQL queries for data validation.
• Troubleshooting and problem-solving experience with REST API, front-end and back-end web technologies
• Excellent problem-solving and analytical skills with keen attention to detail.
• Understand and explain complex technical concepts
• Effective communication skills, both verbal and written, with strong relationship, collaborative, and organization skills.
• Knowledge of software development lifecycle (SDLC) and agile methodologies.
• Experience working with technologies like Markdown, Swagger / OpenAPI
  
  
  

Bonus:

• Solid understanding of software testing methodologies, principles, and best practices.
• Experience with continuous integration and delivery (CI/CD) pipelines, version control systems (e.g., Git) and build tools (e.g., Jenkins, BitBucket).
• Self-motivated and able to work independently as well as in a team environment.
• Proficiency in test automation tools and frameworks would be beneficial for the role (e.g. Playwright, Selenium WebDriver, Appium, TestNG, Junit, Cucumber etc.)
• Previous developer or QE experience is a plus
  
  
  

Education:

Bachelor or Master’s Degree in Computer Science or equivalent

Who is Mastercard?

Mastercard is a global technology company in the payments industry. Our mission is to connect and power an inclusive, digital economy that helps everyone, everywhere by making transactions safe, simple, smart, and accessible. Using secure data and networks, partnerships, and passion, our innovations and solutions help individuals, financial institutions, governments, and businesses realize their greatest potential. Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. With connections across more than 210 countries and territories, we are building a sustainable world that unlocks priceless possibilities for all.

Corporate Security Responsibility

All Activities Involving Access To Mastercard Assets, Information, And Networks Comes With An Inherent Risk To The Organization And, Therefore, It Is Expected That Every Person Working For, Or On Behalf Of, Mastercard Is Responsible For Information Security And Must:

• Abide by Mastercard’s security policies and practices;
• Ensure the confidentiality and integrity of the information being accessed;
• Report any suspected information security violation or breach, and
• Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines.

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