End-to-End Developer Documentation & Support System

Woodcore is a cloud-native banking platform that offers modular APIs for digital banking, card issuing, Know Your Customer (KYC), and core financial services. When I joined, the documentation ecosystem was fragmented, lacked structure, and placed a significant burden on both developers and support teams. The onboarding process for client engineers was inconsistent, with sparse reference materials and outdated workflows. Woodcore needed a complete documentation transformation, a developer enablement strategy, and a customer-facing technical support structure.

During my tenure of over three years at Woodcore, I wore multiple hats, serving as Lead Technical Writer, Developer Advocate, and Technical Support Specialist. I was responsible for shaping the product’s entire documentation lifecycle, enhancing developer experience, and serving as the primary voice of the developer across product, engineering, and support teams.

Overhauled the entire documentation suite, starting with a move to Readme.com, then migrating recently to Mintlify.

Created a modular and scalable documentation structure tailored to Woodcore’s banking APIs, SDKs, and developer workflows.

Standardized style guides, reference templates, and editorial processes for all internal and external documentation.

Authored comprehensive, example-driven documentation for critical services: authentication, user onboarding, transaction APIs, accounting, ledgering, and KYC/KYB workflows.

Integrated real-world use cases and visual diagrams to aid understanding of complex banking operations.

Worked directly with backend engineers and product leads to extract accurate endpoint behavior and ensure technical alignment.

Spearheaded developer portal improvements and FAQs, drastically improving time-to-first-API-call for clients.

Created onboarding kits, integration walkthroughs, and solution-focused guides for fintech clients and partner engineers.

Collected developer feedback, reported DX blockers, and influenced product roadmap through insights from documentation analytics and support channels.

Led the technical migration to Readme, including markdown refactoring, link mapping, and Git-based version control.

Automated changelog and release note generation directly from GitHub PRs and CI/CD pipelines to improve transparency and reduce manual maintenance.

Acted as a frontline technical support specialist for both sandbox and production environments.

Assisted external developers with debugging, endpoint testing, and implementation issues via email, ticketing systems, and Slack.

Facilitated internal support handoffs with structured KBs and escalation documentation.

📉 40% decrease in developer support tickets, thanks to robust documentation and streamlined onboarding materials.

📈 Improved developer integration speed by 60% through clearer user guides, better examples, and smarter API references.

🔄 3 successful platform migrations (Readme → Mintlify), resulting in faster content updates, Git-based collaboration, and improved UX.

🔎 Higher engagement with the dev portal, driven by intuitive navigation, real-time search, and contextual use-case guides.

🤝 Improved client satisfaction and trust, as developer-facing teams now had standardized support materials and escalation workflows.

📦 150+ API endpoints fully documented, across banking modules including wallets, transactions, identity, and compliance.

📣 Developer voice embedded in product strategy, by bridging support insights into roadmap discussions and release planning.