Meet Kiran: Technical Author at Malinko
Welcome to Meet Malinko, a chance to sit down with a member of the team and find out more about who they are and what they do.
In the spotlight this month is Technical Author Kiran, who joined the Malinko ranks in 2019. If you receive release notes via email from Malinko, or have browsed our support articles then you might recognise her name. We’ve asked her colleagues to come up with the questions they’ve always wanted to ask.
So Kiran, what exactly is a Technical Author?
I’m responsible for writing (and updating) our support articles, internal documentation and release notes; describing how Malinko works and explaining how things are used in a way that is easy to understand.
What’s a typical day for you at Malinko?
It includes a range of regular tasks throughout the week such as:
- Collecting or editing complex information
- Producing new documents like support articles
- Updating/rewriting existing documents
- Sending out release notes internally and to customers
- Messing around on Gainsight, our in-app update system
- Minuting product/support meetings
Alongside this, it’s working through my emails, Jira, and slack tasks and going through my own backlog when I have the time.
What skills do you need to be a technical author?
Ability to write user-friendly content. Communication skills. Team working. Understanding and absorbing information fast. Content knowledge. Planning skills. Writing to brand styles and in-house guidelines.
What was your experience before this role and what are your aspirations?
Was part of the Support Team at first. Before this, I also worked as a Dispensing Assistant at a Pharmacy and before that, I was working at a Cinema. I aspire to continue working within the Technical Author role; I’m currently looking around to putting myself into some self-learning exercises or courses to get more experience for this and hopefully be even better!
What are the pros and cons of working at Malinko (compared with previous jobs)?
Pros: Work culture is better. Task balancing is managed really well. Everyone is super nice and lovely to work with (yes this also includes the Engineering Team!)
Cons: Genuinely spent days thinking about this and cannot think of any!
How do you incorporate customer feedback into what you do?
I love getting feedback and hearing suggestions. It is easy to incorporate as long as it suits the general need for what the document is about. Sometimes, I get customers pointing out my mistakes in support articles… That can be a little embarrassing, but it’s also been an opportunity to build rapport with certain customers.
Would you recommend your career path to others and why?
Yes, definitely! I enjoy the challenge of taking something complex and potentially difficult and figuring out a way to explain it in a way that a particular audience will understand. Also, it’s fun to tap away at the keyboard.
What would be your ideal meal: starter, main, dessert, drink?
This was really hard to pick because I go through phases every couple of months.
For now though:
Starter: Dynamite Shrimp
Main: Lamb Karahi
Dessert: Ice Cream!!!!!
If you could take one luxury item to a desert island, what would it be and why?
The most obvious thing I can think of…snacks! Crisps, sweets, chocolates.