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Grace Brunina

@gracebrunina

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

United States

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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.