Susan Trudeau Francis

Technical Writer Documentation & Integration Building Clear Solutions Inside an Ai-first Company @PubMatic

CA, US

I specialize in turning complex technology into clear, user-friendly documentation that helps clients succeed. My work accelerates implementations, simplifies campaign setup, and enables customers to unlock revenue-driving features on their own.AI Council ContributionI represent the Technical Writing team on our company’s AI Council, where I provide input on workflows, bottlenecks, and opportunities for automation. As part of an AI-first organization, we actively test new platforms, share what we learn across teams, and run workshops with product managers from Anthropic and other leading AI companies. This gives me direct exposure to cutting-edge practices and allows me to shape how AI is integrated into daily operations while ensuring documentation evolves alongside innovation.AI Integration LeadershipI have worked as both a prompt engineer and a system prompt engineer, optimizing documentation for PubMatic’s RAG (Retrieval Augmented Generation) chatbot. As a prompt engineer, I wrote and refined prompts to guide the model toward accurate responses. As a system prompt engineer, I created the system-level instructions that shape chatbot behavior, tone, and retrieval accuracy. Together, this work improved response quality and enabled clients to self-serve complex implementation tasks.Other Contributions • Built guides that shortened implementation timelines and supported independent client onboarding • Partnered with UX teams to translate Figma designs and technical workflows into actionable instructions • Developed documentation standards designed to integrate seamlessly with AI-powered chatbots and automation systemsCore ExpertiseAI-driven technical writing, prompt engineering, system prompt engineering, RAG training, chatbot optimization, UX writing, SaaS monetization enablement

San Diego State University

Bachelor's degree, Accounting and Business/Management