Himalayas logo
GB
Looking for a job

Grace Brunina

@gracebrunina

Senior Technical Writer with 8+ years creating documentation that reduces support and boosts retention.

United States
Message

What I'm looking for

I'm seeking a senior content role where I can build scalable self-service ecosystems, reduce support load, and use analytics and AI to improve onboarding and retention in cross-functional, growth-oriented teams.

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

SP

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

State University of New York at Delhi logoSD

State 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

Find your dream job

Sign up now and join over 100,000 remote workers who receive personalized job alerts, curated job matches, and more for free!

Sign up
Himalayas profile for an example user named Frankie Sullivan
Grace Brunina - Sr. Technical Writing Lead - Updater | Himalayas