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.

Technical Writer, Product Engineering

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

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 to ensure content meets writing guidelines.

• Create runbooks for internal teams.

• Develop user and admin guide s for internal tools.

• 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 procedures, videos, and tutorials.

Experience :

• Bachelor's degree or equivalent practical experience.

• At least 3 years of experience in developing, managing, and maintaining technical and process documentation.

Minimum qualifications :

• Must have experience in internal documentation development

• Must have experience editing content written by engineers.

• Familiarity with cloud technologies, such as AWS and GCP.

• 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 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, Confluence, Articulate 360, Sharepoint, and Salesforce

• Proven experience creating alert runbooks

• Experience in developing knowledge base articles for customer support cases

• Experience using and documenting Grafana and Loki related information

Preferred qualifications :

• Basic understanding of a wide range of technology subjects, including Telephony Networking, contact centers, and DevOps.

• Knowledge of ITIL concepts, such as Problem, Change and Incident Management

• Experience following the department style guide.

• Experience in video creation tools.

• Basic understanding of managing content in GitLab.

• Experience using command-line tools.

Company Benefits

• Company stocks

• Annual merit increase based on performance

• 15% night shift differential pay

• Paid Leave with Cash Conversion

• HMO with free dependents

• Retirement Plan

• Life Insurance

• While on work from home setup: Internet and meal allowance are provided

• Employee Assistance Program for mental and social well-being

• Government-mandated Benefits (SSS, PhilHealth, PagIBIG, 13th month pay, Solo parent leave, Special leave for women)

Five9 embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills.  The more inclusive we are, the better we are.  Five9 is an equal opportunity employer.

View our privacy policy, including our privacy notice to California residents here: https://www.five9.com/pt-pt/legal.

Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.