Technical Writer

Join us in bringing joy to customer experience. Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide.

Living our values everyday results in our team-first culture and enables us to innovate, grow, and thrive while enjoying the journey together. We celebrate diversity and foster an inclusive environment, empowering our employees to be their authentic selves.

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.

Benefits

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