Product Engineer II - User Assistance Enterprise Monitoring

OverviewAre 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.ResponsibilitiesCollaborate with software engineers to produce and maintain documentation of conceptual topics and step-by-step workflowsSupport a variety of user assistance (UA) materials, including installed and online help, tutorials, blog articles, videos, and other technical enablement contentManage documentation throughout the software development life cycle and ensure full compliance with release requirementsBe part of a UA team to produce content that aligns with Esri’s documentation style and contributes to a consistent user experienceBe part of a product development team to provide functionality feedback and usability testingCultivate and leverage cross-functional partnerships with product management and marketing team members to ensure a consistent and intuitive experience across software and UA contentDeploy 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 productsWork with development teams to document new observability capabilities related to system monitoring, diagnostics, and operational workflowsEvaluate and refine AI-generated documentation drafts produced by internal tools or agentic development workflows to ensure accuracy, clarity, and usabilityUse modern documentation tooling and AI-assisted writing workflows to improve content development efficiency while maintaining editorial qualityRequirements2+ years of professional experience in a similar position supporting similar responsibilitiesExcellent written and verbal communication skills to convey complex topics concisely, clearly, and effectivelyAn understanding of documentation workflows that use HTML, XML (DITA), or MarkdownExperience in producing web-based documentation using a content management system (CMS) that involves versioning and reuse of contentAbility to learn and use the software with a customer centric approach to produce high impact UA materials based on real product workflowsExperience in deploying software features or workflows in test environments to validate user documentation and instructionsFamiliarity with basic software testing practices, including validating workflows and troubleshooting issues encountered during documentation developmentEffective time management and organizational skills to manage priorities and tasks in a fast-paced work environmentExperience with IT observability, system monitoring software, or ArcGIS softwareBachelor’s degree in Computer Science, GIS , English, technical writing, or a STEM related fieldRecommended QualificationsExperience 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 materialsExperience reviewing and editing AI-generated technical documentation to ensure accuracy, clarity, and alignment with product behaviorUnderstanding of the strengths and limitations of LLM-generated content and techniques for verifying correctnessExperience working with development teams where documentation is produced alongside automated or agent-assisted software development workflowsExperience with/knowledge of the following:Working on a software development team using the Scrum processGitHub version control or other doc-as-code approachesDeploying and/or administering ArcGIS Enterprise, ArcGIS Online, or other comparable IT systems (web/application servers)RDBMS systems (preferably PostgreSQL), including common SQL commands and conceptsGeneral server administration on Windows and LinuxPython scripting for documentation examples, automation, or testing workflowsMaster’s degree in Computer Science, GIS, English, technical writing, or a STEM related field#LI-JJ2#LI-OnsiteTotal RewardsEsri’s competitive total rewards strategy includes industry-leading health and welfare benefits: medical, dental, vision, basic and supplemental life insurance for employees (and their families), 401(k) and profit-sharing programs, minimum accrual of 80 hours of vacation leave, twelve paid holidays throughout the calendar year, and opportunities for personal and professional growth. Base salary is one component of our total rewards strategy. Compensation decisions and the base range for this role take into account many factors including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs.A reasonable estimate of the base salary range is$79,664—$133,120 USDThe CompanyAt Esri, diversity is more than just a word on a map. When employees of different experiences, perspectives, backgrounds, and cultures come together, we are more innovative and ultimately a better place to work. We believe in having a diverse workforce that is unified under our mission of creating positive global change. We understand that diversity, equity, and inclusion is not a destination but an ongoing process. We are committed to the continuation of learning, growing, and changing our workplace so every employee can contribute to their life’s best work. Our commitment to these principles extends to the global communities we serve by creating positive change with GIS technology. For more information on Esri’s Racial Equity and Social Justice initiatives, please visit our website here.If you don’t meet all of the preferred qualifications for this position, we encourage you to still apply!Esri is an equal opportunity employer (EOE) and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. If you need reasonable accommodation for any part of the employment process, please email View email address on click.appcast.io and let us know the nature of your request and your contact information. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this e-mail address.Esri Privacy Esri takes our responsibility to protect your privacy seriously. We are committed to respecting your privacy by providing transparency in how we acquire and use your information, giving you control of your information and preferences, and holding ourselves to the highest national and international standards, including CCPA and GDPR compliance.