Exotel Technical Writer Interview: Rounds, Questions and Preparation

What the job involves

A technical writer in Indian SaaS and B2B products creates clear documentation such as API references, user guides, integration tutorials, and release notes for developers and business users. You work closely with product managers, engineers, and support teams to turn complex features into accurate, easy-to-follow content. The role also involves maintaining style guides, reviewing UI copy, and updating docs with every product release.

Role and technical knowledge

1. 1

   What is the difference between a user guide and an API reference, and when would you write each for a product like a cloud communication platform?

   A strong answer explains that user guides target non-technical users with step-by-step tasks, while API references target developers with endpoints, parameters, and code samples. Give an example like a call flow guide versus a REST API for sending SMS.

2. 2

   How would you document a webhook that sends call status updates, including retry logic and error codes?

   Cover the payload structure, event types, expected response, retry policy, and common errors. Mention that you would test with a tool like Postman and include a sample JSON payload.

3. 3

   What is docs-as-code, and why do many Indian SaaS companies use it?

   Explain writing in Markdown, storing docs in Git, reviewing via pull requests, and publishing through a static site generator. Benefits include version control, faster updates, and collaboration with engineers.

4. 4

   How do you decide what to include in release notes for a B2B SaaS product?

   Focus on user impact, not internal tickets. Group changes into new features, improvements, and fixes, and link to relevant docs. Mention that you would confirm details with product and support teams.

Practical scenarios and problem solving

1. 5

   An engineer gives you a rough feature description two days before launch. How do you gather missing information and still deliver accurate docs?

   Show a plan: list open questions, check the product spec, ask the engineer for a demo, test the feature in a sandbox, and write a first draft for review. Mention prioritising critical user tasks if time is short.

2. 6

   You notice the existing API docs have inconsistent terminology for the same concept. How would you fix this without breaking current links?

   Propose a style guide entry, create a glossary, update pages gradually, and use redirects or anchors to preserve old links. Suggest a review process to prevent recurrence.

3. 7

   A support agent says customers keep asking how to set up call forwarding. How would you turn that into a documentation task?

   Start from the customer problem, define the audience, outline prerequisites, write numbered steps with screenshots, and add troubleshooting. Mention measuring success by reduced support tickets.

4. 8

   How would you test the accuracy of a code sample you wrote for an API tutorial?

   Run the sample in a clean environment, check for missing dependencies, verify the response matches the docs, and ask a developer to review it. Mention including expected output and error cases.

Writing, editing, and tools

1. 9

   What makes a good first paragraph in a technical document for a B2B SaaS product?

   It should state the purpose, audience, and what the reader will achieve. Avoid marketing language and keep it short so users can decide whether to keep reading.

2. 10

   How do you write for two audiences: a developer integrating an API and a business user configuring settings in a dashboard?

   Separate content into different sections or docs, adjust tone and detail, and avoid jargon for business users. Use task-based headings and consistent terminology.

3. 11

   Which tools have you used for writing, version control, and publishing documentation?

   Name specific tools like Markdown, Git, GitHub, Confluence, Swagger, Postman, and a static site generator such as MkDocs or Docusaurus. Be honest about your level and mention any self-learning.

4. 12

   How would you edit this sentence: 'The system will be able to allow the user to potentially configure the settings.'

   Rewrite as 'You can configure the settings.' Explain removing future tense, passive voice, and unnecessary words. Mention following a style guide for consistency.

Behavioural and HR questions

1. 13

   Tell me about a time you had to explain a complex topic to someone who was not technical.

   Use a project, college assignment, or internship example. Describe the audience, how you simplified the explanation, and the outcome. Show patience and audience awareness.

2. 14

   How do you handle feedback when a developer says your documentation is wrong?

   Show that you listen, ask for specifics, verify against the product, and update the docs. Mention that you do not take it personally and that accuracy matters more than being right.

3. 15

   Why do you want to work as a technical writer in a SaaS company rather than in other sectors?

   Connect your interest to fast release cycles, developer audiences, and the need for clear documentation in B2B products. Mention a willingness to learn cloud telephony or similar domain concepts.

4. 16

   How do you manage deadlines when you have multiple documentation requests from different teams?

   Describe prioritising by launch dates and user impact, communicating trade-offs early, and using a simple tracking system. Give an example from college or an internship.