Senior Technical Writer / AI Knowledge Architect (Payments SaaS)

Senior Technical Writer / AI Knowledge Architect – Payments SaaS Platform Overview We are seeking an experienced Senior Technical Writer / AI Knowledge Architect to create comprehensive documentation for a sophisticated cloud-based Payment Gateway and Payment Orchestration Platform. The successful candidate will work closely with our founders, product managers, engineers, and technical teams to deeply understand our platform and transform complex functionality into clear, structured, and user-friendly documentation. This documentation will become the foundation of our company’s knowledge ecosystem, supporting: - Merchants - Payment Service Providers (PSPs) - PayFacs - Internal support teams - AI-powered customer assistants (LLMs) Our goal is to build a world-class technical knowledge base that enables customers to independently configure and operate the platform, reduces support dependency, and allows our business to scale efficiently. About the Platform Our enterprise payment platform includes capabilities such as: - Merchant onboarding and lifecycle management - Payment gateway management - Payment orchestration - Intelligent payment routing - Multi-acquirer integrations - Merchant administration - Risk management - Reserve management - Settlement management - Reporting and analytics - User roles and permissions - Partner and reseller management - REST API integrations - Webhooks - Apple Pay and digital wallet integrations - Chargeback management - Fraud prevention - PCI-compliant payment processing Responsibilities You will be responsible for creating and maintaining a complete documentation ecosystem for our platform. Key responsibilities include: - Learn and understand our platform by collaborating with founders, product managers, engineers, and subject matter experts. - Conduct detailed technical interviews with developers to understand feature functionality, workflows, business logic, and system behavior. - Create a structured knowledge base covering every platform feature and capability. - Write clear step-by-step user guides, configuration instructions, and operational documentation. - Document: - Feature functionality - Business workflows - System behavior - User permissions - Dependencies - Edge cases - Validation rules - Error scenarios - Create documentation optimized for both human users and AI-powered assistants (LLMs/RAG systems). - Design logical information architecture for easy navigation and search. - Maintain consistency in terminology, formatting, and documentation standards. - Create workflow diagrams, process charts, decision trees, and technical illustrations where appropriate. - Continuously update documentation as the product evolves. Required Experience Applicants should have proven experience documenting: - Enterprise SaaS platforms - Web applications - Complex technical systems - Software configuration workflows - Business process workflows - REST APIs - JSON-based APIs - API documentation - User guides - Knowledge bases - Developer documentation You should be comfortable working directly with engineers and translating complex technical concepts into clear documentation for different audiences. Preferred Experience Experience in any of the following areas is highly desirable: - Payment gateways - Payment orchestration platforms - PayFac platforms - Payment Service Providers (PSPs) - FinTech products - Merchant onboarding systems - Card acquiring - Visa and Mastercard payment processing - PCI DSS compliance - Fraud management - Chargeback processes - Payment APIs - Digital wallets AI Documentation Experience Experience creating documentation for AI assistants, chatbots, or Retrieval-Augmented Generation (RAG) systems is a significant advantage. We are looking for someone who understands: - How AI systems retrieve and interpret documentation - How structured content improves AI response accuracy - How knowledge bases should be organized for LLM consumption - How to write documentation that minimizes ambiguity and improves searchability Required Skills The ideal candidate should have: - Exceptional written English skills - Strong technical writing ability - Excellent attention to detail - Strong analytical and organizational skills - Ability to simplify complex technical concepts - Strong interviewing skills with developers and technical teams - Experience creating structured documentation systems - Strong information architecture skills - Ability to work independently with minimal supervision - Ability to identify missing requirements and ask detailed technical questions Expected Documentation Deliverables Documentation should include, where applicable: - Feature overview - Business purpose - Technical explanation - User navigation paths - Configuration instructions - Field definitions - Default values - Validation rules - User roles and permissions - Dependencies - Business rules - Workflow diagrams - API mappings - Error messages - Troubleshooting guides - Frequently Asked Questions (FAQs) - Best practices - Examples and use cases What We Are Looking For We are not looking for a marketing writer or general content writer. We are looking for someone who enjoys understanding complex software systems and translating them into documentation that is: - Clear - Accurate - Structured - Easy to follow - Search-friendly - AI-friendly - Scalable as the platform grows You should be comfortable asking detailed questions, challenging assumptions, identifying gaps, and ensuring documentation accurately reflects the product. To Apply, Please Include: Please provide: 1. A brief introduction about your background. 2. Examples of technical documentation or knowledge bases you have created. 3. Examples of API documentation you have written (if available). 4. Any experience with payment systems, FinTech, or financial platforms. 5. Any experience creating documentation for AI assistants or RAG systems. 6. Your hourly rate. 7. Your availability (hours per week). 8. Why you believe you are a strong fit for this project. Engagement Details - Independent Contractor - Fully Remote - Flexible working hours - Long-term opportunity - Competitive compensation based on experience We are looking to build a long-term relationship with a highly skilled professional who can become an integral part of our product team and help us create one of the most comprehensive technical knowledge bases in the payments industry.