Product Engineer II - User Assistance Enterprise Monitoring

Overview

Are you an energetic, passionate technical writer who has the desire to inspire, support, and advocate for our platform’s users? Use your passion for writing and interest in cutting-edge technology to provide customers with essential user assistance (UA) documentation and other enablement materials. In this position, you'll make our customers successful by creating UA materials for enterprise GIS observability software that helps organizations monitor system health, performance, and operational status across ArcGIS deployments.

You'll work with subject matter experts, design documents, and run the software to become a subject matter expert yourself and advocate for the user by creating meaningful content that communicates workflows, best practices, and troubleshooting guidance. As our development processes evolve, this role will also support modern documentation workflows that incorporate AI-assisted authoring tools and agentic software development systems that generate code, tests, and draft documentation. The ideal candidate is comfortable validating AI-generated technical content, testing software workflows, and ensuring that documentation remains accurate, reliable, and user-focused.

Esri has a Relocation Assistance Program and can provide support with relocating to the Redlands, CA area for this position.

Responsibilities

• Collaborate with software engineers to produce and maintain documentation of conceptual topics and step-by-step workflows
• Support a variety of user assistance (UA) materials, including installed and online help, tutorials, blog articles, videos, and other technical enablement content
• Manage documentation throughout the software development life cycle and ensure full compliance with release requirements
• Be part of a UA team to produce content that aligns with Esri’s documentation style and contributes to a consistent user experience
• Be part of a product development team to provide functionality feedback and usability testing
• Cultivate and leverage cross-functional partnerships with product management and marketing team members to ensure a consistent and intuitive experience across software and UA content
• Deploy and test software workflows to validate documentation accuracy and ensure the user documentation and workflows align with real system behavior Work with software engineers in the product team to envision, design, build, test, release, and support desktop and enterprise products
• Work with development teams to document new observability capabilities related to system monitoring, diagnostics, and operational workflows
• Evaluate and refine AI-generated documentation drafts produced by internal tools or agentic development workflows to ensure accuracy, clarity, and usability
• Use modern documentation tooling and AI-assisted writing workflows to improve content development efficiency while maintaining editorial quality

Requirements

• 2+ years of professional experience in a similar position supporting similar responsibilities
• Excellent written and verbal communication skills to convey complex topics concisely, clearly, and effectively
• An understanding of documentation workflows that use HTML, XML (DITA), or Markdown
• Experience in producing web-based documentation using a content management system (CMS) that involves versioning and reuse of content
• Ability to learn and use the software with a customer centric approach to produce high impact UA materials based on real product workflows
• Experience in deploying software features or workflows in test environments to validate user documentation and instructions
• Familiarity with basic software testing practices, including validating workflows and troubleshooting issues encountered during documentation development
• Effective time management and organizational skills to manage priorities and tasks in a fast-paced work environment
• Experience with IT observability, system monitoring software, or ArcGIS software
• Bachelor’s degree in Computer Science, GIS , English, technical writing, or a STEM related field

Recommended Qualifications

• Experience with or exposure to large language models (LLMs) such as ChatGPT, Gemini, Claude, or Grok to assist in generating or refining technical content such as blog posts, help documentation, and instructional materials
• Experience reviewing and editing AI-generated technical documentation to ensure accuracy, clarity, and alignment with product behavior
• Understanding of the strengths and limitations of LLM-generated content and techniques for verifying correctness
• Experience working with development teams where documentation is produced alongside automated or agent-assisted software development workflows
• Experience with/knowledge of the following:
  • Working on a software development team using the Scrum process
  • GitHub version control or other doc-as-code approaches
  • Deploying and/or administering ArcGIS Enterprise, ArcGIS Online, or other comparable IT systems (web/application servers)
  • RDBMS systems (preferably PostgreSQL), including common SQL commands and concepts
  • General server administration on Windows and Linux
  • Python scripting for documentation examples, automation, or testing workflows
• Master’s degree in Computer Science, GIS, English, technical writing, or a STEM related field

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