Hi I'm Santiago đź‘‹
Technical Writer & Content Strategist from Lima, Peru 🇵🇪
- Currently at WebPros, leading content initiatives for 10+ enterprise suite products.
- Previously at Uber, where I managed large-scale documentation ecosystems for GenAI and SaaS tools.
- 5+ years of experience working with U.S.-based engineering teams.
- Native-level English and exceptional collaboration skills.
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WebPros
Senior Technical Writer | Global Documentation
- Lead content initiatives across 10+ enterprise suite products in coordination with WebPros' software release schedule.
- Own WebPros' new documentation AI chatbot initiative, built on internal infrastructure rather than third-party tooling.
- Build custom AI tools, skills, and workflows, and track their cost/performance against documentation operations budgets.
- Perform copywriting and UI reviews for in-product content.
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Uber
Senior Technical Writer | BizTech Enterprise Apps
- Lead day-to-day operations of the IT Knowledge Management team through KPI/OKR tracking & reporting in Jira. We oversee 400+ knowledge resources for AI, SaaS, and Enterprise engineering teams, leveraging SQL-driven analytics to monitor article quality (4.72/5 average user rating).
- Launch Uber’s internal GenAI Knowledge Hub in ServiceNow and Confluence, educating 10,000+ employees in AI tools (e.g. ChatGPT, Gemini, Glean, etc) and driving 120K+ new page visits across Uber’s internal platforms.
- Create API documentation and user-facing resources for Uber's GenAI Gateway, including Python/JavaScript code samples, authentication flows, and error handling—improving onboarding for internal LLM pilots and AI engineering teams.
- Partner with L1/L2 support teams to resolve escalations and improve SOP quality, using SQL queries and ticket-trend analysis to identify documentation gaps and drive a self-service-first culture.
- Lead cross-functional internal documentation microsite projects for separate teams (HR, Contract Management, Payments, Global Security, Legal) using JavaScript-based components, Confluence macros, and ServiceNow UI extensions.
- Architect the content hierarchy and taxonomy tree of Uber's new central wiki using Python scripts to review, retire, and/or migrate 800+ IT Knowledge resources from dispersed legacy repositories.
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BairesDev
Content Strategist (SEO) | Global Marketing
- Lead SEO optimization for 50+ services landing pages, achieving ~80% first-page Google rankings through improved metadata and structure, keyword optimization, and refining copy to match user intent—rather than marketing buzzwords.
- Scale blog content production by 4Ă— (from 8 to 32 articles per month) by designing and executing a content strategy centered on SEO growth of service landing pages, managing external writers, and reviewing strategic alignment of all deliverables.
- Ghostwrite and edit thought leadership content for C-level executives across Forbes Tech Council, LinkedIn, and the company blog, elevating brand voice and increasing follower engagement in their personal profiles by 2.5Ă— on average.
featured projects
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Build an AI documentation chatbot from scratch
Designing and building a retrieval-based chatbot that answers documentation questions using only published content, links every source it cites, and refuses what the docs don't cover.
Optimize knowledge articles for internal AI search engines
Created an agentic workflow to automatically analyze, score, and flag what to fix in knowledge content for AI-readiness across Uber’s knowledge systems.
recent posts
view moreBuilding a documentation chatbot that's fully owned by a content team
An in-progress project at WebPros. A retrieval-based chatbot that answers questions using only our published documentation, integrates with our CI/CD pipeline, and helps us identify knowledge gaps early.
WebProsRAGDocumentation+6July 31, 20269 min readOptimize knowledge articles for internal AI search engines
Developed and piloted an agentic workflow that automatically analyzes, scores, and flags what to fix in internal knowledge content for AI-readiness across Uber’s enterprise knowledge systems.
UberAgentic WorkflowAI+4October 5, 20255 min read