Technical Writer

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, alert and troubleshooting runbooks, 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

• 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 and Confluence.
• Proven experience creating runbooks.

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.
• Experience using monitoring tools such as Grafana, kibana, LogicMonitor highly preffered.
• Basic understanding of managing content in GitLab.
• Experience using command-line tools.

Experience

• Bachelor's degree or equivalent practical experience.
• At least 3 years of experience in developing, managing, and maintaining technical and process documentation.

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.

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, 13^th month pay, Solo parent leave, Special leave for women)

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