Senior Principal Technical Writer & Customer Onboarding Experience Design Lead – Crafting AI‑Powered Search Journeys, Driving Customer Success, and Harnessing Data Insights at brighthush

About brighthush

brighthush is a global pioneer in AI‑powered search, turning raw data into actionable intelligence that fuels business decisions and personal experiences worldwide. Our cloud‑native platform, trusted by more than half of the Fortune 500, blends precise search capabilities with cutting‑edge artificial intelligence to unlock the full potential of data‑driven insights. By integrating structured and unstructured data, safeguarding private information, and delivering end‑to‑end solutions across search, security, and observability, brighthush empowers organizations to accelerate outcomes that matter.

We are a fully distributed, inclusive, and forward‑thinking organization that thrives on curiosity, collaboration, and continuous learning. At brighthush, we believe that the best ideas emerge when people feel empowered to own their work, challenge the status quo, and grow together. Whether you’re a seasoned professional or just starting your career, you’ll find a culture that supports work‑life balance, professional development, and a shared commitment to making a real impact.

Why This Role Matters

In the fast‑moving world of AI‑powered search, the first interaction a customer has with our product can set the tone for their entire journey. As the Senior Principal Technical Writer & Customer Onboarding Experience Design Lead, you will be the architect of that first experience. Your work will transform fragmented onboarding materials into a cohesive, narrative‑driven journey that guides users from initial setup to their first “aha!” moment and beyond. By aligning content with conversion goals and user needs, you will directly influence customer satisfaction, adoption rates, and ultimately, the success of brighthush’s mission.

Your Impact

Imagine a world where every new user, regardless of technical background, can seamlessly configure, deploy, and extract value from brighthush’s platform in minutes. Your content strategy, flow design, and data‑driven optimizations will make that vision a reality. You’ll:

• Reduce time‑to‑first‑value by 30%+ through streamlined, outcome‑focused onboarding.
• Cut support tickets related to onboarding by 25% by preemptively addressing common pain points.
• Elevate brand perception by delivering clear, engaging, and inclusive documentation.
• Influence product roadmap decisions with user‑centric insights gathered from analytics and field feedback.

Key Responsibilities

Onboarding Content Strategy

Lead the vision and execution of a unified onboarding narrative that guides users through discovery, installation, configuration, and advanced usage. Translate product roadmaps into content plans that anticipate user questions and pain points.

Cross‑Functional Alignment

Serve as the central point of contact for Product, Engineering, Field, and Documentation teams. Translate product roadmaps into content plans and surface user pain points discovered in the field.

User‑Focused Flow Design

Create clear, step‑by‑step onboarding flows that highlight best practices, troubleshooting, and next‑steps. Avoid confusing “choose‑your‑own‑adventure” structures and instead deliver linear, outcome‑driven paths.

Data‑Driven Iteration

Leverage user research, support tickets, telemetry, and analytics to identify friction points, measure time‑to‑first‑value, and continuously refine content to reduce churn.

Content Governance

Establish and enforce documentation standards, style guides, and version control processes to maintain consistency across all onboarding materials.

Thought Leadership

Represent brighthush at industry events, webinars, and internal knowledge‑sharing sessions, positioning the company as a leader in customer success through documentation.

Mentorship & Collaboration

Coach junior writers, provide constructive feedback, and foster a culture of excellence and innovation within the Docs team.

Metrics & Impact

Define and track key performance indicators such as time‑to‑first‑value, content usage rates, and support ticket reduction. Use these metrics to demonstrate the business impact of your initiatives.

Essential Qualifications

• 7+ years of experience in technical writing, developer documentation, or user experience writing, with a proven track record in onboarding or customer journey design.
• Demonstrated ability to lead cross‑functional initiatives and influence stakeholders across Product, Engineering, and Sales/Field teams.
• Exceptional narrative skills—capable of distilling complex technical concepts into clear, engaging stories that resonate with a diverse audience.
• Data‑driven mindset: comfortable using analytics, user experience research, and support data to inform content decisions and prioritize work.
• Experience working in large, distributed organizations where alignment across multiple teams is critical.
• Deep understanding of self‑service cloud products, including how customers onboard, evaluate, and adopt technical tools.

Preferred Qualifications

• Background in AI, search, or data‑centric platforms.
• Experience with content management systems (e.g., Docusaurus, MkDocs, or similar) and version control (Git).
• Knowledge of accessibility standards (WCAG) and inclusive design principles.
• Experience with telemetry and analytics tools (e.g., Mixpanel, Amplitude, or similar).
• Prior exposure to security and privacy best practices in documentation.

Skills & Competencies

• Strategic Thinking: Ability to see the big picture and translate it into actionable content plans.
• Collaboration: Strong interpersonal skills to work effectively with remote teams across time zones.
• Project Management: Proven track record of delivering complex documentation projects on schedule.
• Technical Fluency: Comfortable reading code, understanding APIs, and explaining technical workflows to non‑technical audiences.
• Adaptability: Thrive in a fast‑moving environment where priorities shift quickly.
• Customer‑Centric Mindset: Deep empathy for users and a passion for improving their experience.

Career Growth & Learning Opportunities

At brighthush, your growth is a priority. You will have the chance to:

• Lead high‑impact initiatives that shape the future of customer success.
• Mentor and coach a growing team of writers and content designers.
• Participate in cross‑functional leadership programs and industry conferences.
• Explore new domains such as AI, security, and observability through hands‑on product work.
• Advance into senior leadership roles such as Director of Documentation or Head of Customer Experience.
• Earn certifications in technical communication, UX writing, or AI literacy through our learning platform.
• Contribute to open‑source documentation projects that benefit the broader community.

Work Environment & Culture

brighthush is a fully distributed organization that values flexibility, diversity, and inclusion. You will enjoy:

• Flexible work hours and the ability to choose your preferred location.
• A culture that celebrates different perspectives and encourages open dialogue.
• Regular virtual team gatherings, hackathons, and knowledge‑sharing sessions.
• Access to a robust learning platform with courses, certifications, and mentorship programs.
• Support for volunteer projects and community engagement.
• Annual “Innovation Day” where teams pitch new ideas and receive resources to prototype.
• Peer‑review culture that values constructive feedback and continuous improvement.

Compensation & Benefits

We offer a competitive base salary that reflects your experience and the value you bring to brighthush. In addition to your salary, you will receive:

• Comprehensive health, dental, and vision coverage for you and your family.
• Flexible vacation policy with generous paid time off.
• 401(k) plan with company match up to 6% of eligible earnings.
• Generous parental leave—at least 16 weeks of paid leave for new parents.
• Matching charitable donations up to $2,000 per year.
• Paid volunteer hours—up to 40 hours per year to support causes you care about.
• Professional development stipend and access to industry conferences.
• Regular performance bonuses and equity participation in line with company policy.
• Wellness stipend for home office setup, fitness memberships, or mental health resources.

Security & Privacy Responsibilities

As a key contributor to brighthush’s documentation, you will be responsible for protecting the confidentiality, integrity, and availability of organizational data and systems. This includes:

• Adhering to brighthush’s Secure Software Development Framework (SSDF) and all relevant privacy and security policies.
• Participating in mandatory role‑based training to ensure compliance with data protection and system resilience standards.
• Collaborating with the Security team to review and secure documentation artifacts.
• Ensuring that all content complies with industry regulations such as GDPR, CCPA, and ISO 27001 where applicable.
• Maintaining secure access controls for documentation repositories and version control systems.

Equal Opportunity & Inclusion

brighthush is an equal‑opportunity employer committed to fostering an inclusive culture that celebrates diverse perspectives, experiences, and backgrounds. We welcome applicants of all ages, genders, races, ethnicities, religions, sexual orientations, disabilities, and more. If you require accommodations during the application or interview process, please contact [email protected] and we will respond within 24 business hours.

How to Apply

Ready to shape the future of customer onboarding at brighthush? Submit your resume, portfolio, and a brief cover letter explaining why you’re the perfect fit for this role. We look forward to exploring how your expertise can help us create unforgettable first‑time user experiences.

Next Steps

Once we receive your application, our hiring team will review your materials and reach out to schedule a discovery call. During this conversation, we’ll dive deeper into your experience, discuss the impact you can make at brighthush, and answer any questions you may have about the role, team, or company culture.

Join Us

At brighthush, you’ll be part of a mission‑driven team that is redefining how businesses harness the power of data. If you’re passionate about crafting clear, engaging content that drives real customer success, we want to hear from you. Apply today and help us turn every first interaction into a lasting partnership.