Principal Technical Writer

In this role, you will lead content strategy across the digital support ecosystem. At this principal level, you will shape how customers understand and succeed with our products — helping LastPass deliver on its mission to give everyone seamless access to everything they need to work, move fast, and stay protected.

The Digital Support Content team sits within Customer Experience and owns the full lifecycle of digital self-serve content at LastPass — from support articles and technical documentation to in-product help, chatbot flows, and support videos. We empower customers to resolve issues independently, operating at the intersection of content strategy, UX, and product.

You'll collaborate closely with engineering and product teams to track product changes, and with UX to ensure customer-facing language is accurate. You'll partner with the support care team on self-serve and live support handoffs, work with tooling leads on documentation infrastructure, and engage with content strategists and writing teams across the organization.

• Produce clear, accurate, and timely online support content in English, delivering personalized in-product experiences tailored to the customer's role, journey, and product
• Define and evolve a documentation strategy across product lines, aligning support content with business goals and designing scalable frameworks for content delivery
• Use analytics and cross-functional partnerships to prioritize, track, and measure content improvements across the LastPass Support Center
• Drive a frictionless handoff between online and live support through strategic metadata management and optimized content channeling
• Collaborate with content strategists and writing teams to develop shared resources, including style guides, process documentation, and UI messaging (error messages, inline help, and tooltips)
• Leverage search technology expertise to improve content findability — including metadata strategy, keyword optimization, and search platform configuration
• Use AI tools to identify content gaps, refine drafts, and scale quality improvements across the content library
• Support global expansion through translations coordination and create interactive customer experiences through the LastPass support chatbot program

• Proven experience in DITA XML authoring, including fluency in the DITA authoring language and associated toolsets
• Demonstrated ability to define and execute documentation strategy across multiple product lines, aligning content with business and customer goals
• Strong understanding of search technologies — including indexing, ranking signals, metadata structures, and taxonomy design — with proven ability to fine-tune search configurations to optimize content findability
• Fluency in AI tools for content work, including using AI to identify performance gaps, generate and refine drafts, and accelerate quality improvements at scale
• Proven experience with content delivery tools, systems, and content components across backend and frontend environments, including identity services, developer content, third-party integrations, and APIs
• Recognised within cross-functional teams as a trusted editorial partner who brings clarity to complex technical topics and raises content quality across the organisation
• Thrives in an Agile environment, managing competing priorities and working independently in a fast-paced, distributed team

• Familiarity with localization processes and translations coordination
• Experience with chatbot platforms or interactive content delivery
• Savviness with XML/HTML and experience working across a variety of CMS and publishing platforms

• The leader in secure access
• High-growth, collaborative environment with inclusive teams
• Remote-first culture
• Competitive compensation
• Flexible Paid Time Off policies, including but not limited to: Quarterly Self-Care Days (4 extra paid days off annually) and Volunteer Days
• Parental leave
• Comprehensive health coverage, including dependents
• Home office setup support
• LastPass Families free account for up to 5 members
• Continuous learning and development opportunities, including an annual learning stipend to invest in your growth
• Peer-to-peer recognition through Motivosity
• Employee Assistance Program for well-being support
• Remote work stipend to support your home office needs
• Short-Term or Remote-Centric Work Arrangements for added flexibility

Unlock your potential with us - your skills, experience, and unique perspective matter more than just checking the boxes. Apply today, and let's build the future together!

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