Grace Brunina
@gracebrunina
Senior Technical Writer with 8+ years creating documentation that reduces support and boosts retention.
United StatesWhat I'm looking for
I am a results-driven senior technical writer with 8+ years designing documentation and onboarding that scale SaaS support and retention.
I have authored 1000s+ SOPs, user manuals, and help articles and built knowledge ecosystems that cut configuration issues by 40% and sustained an 8:1 content-view-to-support-request ratio.
I have led remote teams and cross-functional programs to scale digital offerings for hundreds of thousands of users, achieving 95% retention during migrations and improving first-contact resolution to 65% through behavioral analysis.
I work with analytics, AI-powered content, and tools like Intercom, Confluence, and Elevio to create self-service solutions, tiered education, and measurable onboarding programs that drive KPIs.
Experience
Work history, roles, and key accomplishments
Sr. Technical Writing Lead
Updater
Aug 2023 - Jun 2025 (1 year 10 months)
Led onboarding and support ecosystems for 1,000+ users, reducing configuration issues by 40% and achieving a 65% first-contact resolution rate; authored 200+ SOPs and maintained an 8:1 content-view-to-support-request ratio.
Content Manager
NBC Sports Next
Aug 2021 - Aug 2023 (2 years)
Scaled digital programs to 500,000+ users, reduced escalations by establishing a tiered customer academy, and achieved 95% retention during an end-of-life migration while driving 75–96% content deflection via analytics optimization.
Content Team Lead
SportsEngine / Sports Illustrated Play
Jan 2016 - Aug 2021 (5 years 7 months)
Led content team to reduce support inquiries by 71% via in-app documentation and streamlined automated onboarding for league implementations, increasing feature adoption and standardizing style guides.
Education
Degrees, certifications, and relevant coursework
SDState University of New York at Delhi
Bachelor of Business Administration, Business and Technology Management
Completed a Bachelor of Business Administration with a concentration in Business and Technology Management.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
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