Five9 is looking for a detail-oriented technical writer who will work with all the Product Engineering teams to develop, manage, and maintain internal documentation, including SOPs, workflows, templates, knowledge base articles, internal processes, and technical procedures. The ideal candidate will collaborate with multiple teams to ensure standardization of documentation practices across the company.

Minimum qualifications

• Excellent ability to explain complex technical ideas in terms appropriate for the audience.
• Able to work independently and in a team environment.
• Experience in working with multiple cross-functional teams.
• Ability to manage multiple competing priorities in a fast-paced environment.
• Proven self-starter capable of using the Five9 software and researching content, including gathering information from SMEs.
• Proven experience in JIRA and Confluence.
• Editing content written by engineers.

Preferred qualifications

• Basic understanding of a wide range of technology subjects, including Telephony Networking, System Administration, DevOps, and Incident Management.
• Knowledge of ITIL concepts a big plus.
• Experience with CRM ticketing systems and coordinating workflow with other departments.
• Experience following the department style guide.
• Experience in JIRA and Confluence administration.
• Experience in video creation tools.
• Basic understanding of managing content in GitLab.

Experience

• Bachelor’s degree or equivalent practical experience.
• At least 3 years of experience in developing, managing, and maintaining technical and process documentation.
• Experienced in working with collaboration tools, such as Confluence Cloud and JIRA.
• Familiarity with command-line tools, HTML, and CSS.

Responsibilities

• Plan, create, organize, and maintain technical and process documentation.
• Ensure content is kept up to date and meets the style guide.
• Edit, clarify, and proofread documents written by others.
• Create runbooks for internal teams.
• Organize content such that it is easy to find and maintain.
• Create architectural documentation, workflows, runbooks, release notes, and troubleshooting information.
• Create training material, such as videos and tutorials.

• Five9 Shares
• Bonus Scheme
• Company Pension
• Medical Insurance
• Life Insurance
• 25 day Annual Leave + Public Holidays