Technical Writer

Technical Writer at Five9

Join Five9, a leader in cloud contact center software, dedicated to bringing joy to customer experience globally. We foster a team-first culture, celebrating diversity and empowering employees to be their authentic selves while innovating and growing together.

About the Role

We are seeking an experienced and detail-oriented Technical Writer to join our global Product Content & Operations team. In this role, you will create and maintain customer-facing content for our cutting-edge Customer Experience (CX) platform, helping users worldwide succeed with our solutions. You will collaborate closely with senior writers, product managers, and engineers to produce user-friendly documentation.

Responsibilities

• Develop and maintain clear, user-centric documentation for end-users and administrators with varying technical backgrounds.
• Collaborate with subject matter experts (SMEs) across global teams to gather technical information and update documentation based on new product features.
• Work with senior technical writers to plan and deliver documentation projects, from drafting content to SME and peer reviews, through final publishing on our website.
• Ensure all content meets company style guidelines and industry best practices.
• Continuously improve content structure, clarity, and usability based on feedback and analytics.

Qualifications

• 5+ years of experience as a technical writer, with experience writing customer-facing documentation for software or SaaS products strongly preferred.
• Strong writing portfolio or work samples, with the ability to explain your writing approach.
• Excellent communication, time management, and collaboration skills.
• Experience with industry-standard content authoring and publishing systems such as MadCap Flare is a plus.
• Experience with Agile project management and source control tools such as Jira and GitLab is a plus.
• Experience working in contact center environments is a plus.
• Bachelor’s degree or equivalent experience.

You’ll be part of a global team shaping the customer content experience. If you're passionate about making complex information simple and useful, and if you thrive in a collaborative environment—we'd love to hear from you!

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.

Key skills/competency

• Technical Writing
• Customer-facing Documentation
• SaaS Products
• Content Authoring
• MadCap Flare
• Agile Methodology
• Jira/GitLab
• Content Strategy
• Information Architecture
• User Experience (UX)