Technical Writer - Product

📌 Core Information

🔹 Job Title: Technical Writer - Product

🔹 Company: Five9

🔹 Location: Manila, Manila, Philippines (Hybrid)

🔹 Job Type: Full-Time

🔹 Category: Technical Writing

🔹 Date Posted: April 11, 2025

🔹 Experience Level: 5-10 years

🔹 Remote Status: Hybrid (On-site and Remote)

🚀 Job Overview

Key aspects of this role include:

• Creating and maintaining user-friendly documentation for Five9's cutting-edge CX platform
• Collaborating with global teams to gather technical information and update documentation
• Planning and delivering documentation projects with senior writers and SMEs
• Ensuring all content meets company style and accessibility standards
• Continuously improving content structure, clarity, and usability based on feedback and analytics

ASSUMPTION: This role requires a strong understanding of software or SaaS products and the ability to translate complex technical information into clear, user-centric content.

📋 Key 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 writers to plan and deliver documentation projects, from drafting content and creating visuals to SME reviews and final publishing

✅ Ensure all content meets company style and accessibility standards

✅ Continuously improve content structure, clarity, and usability based on feedback and analytics

ASSUMPTION: This role requires strong communication, time management, and collaboration skills, as well as the ability to work effectively in a global team environment.

🎯 Required Qualifications

Education: Bachelor’s degree or equivalent experience

Experience: 5+ years of experience in technical writing, with experience writing customer-facing documentation for software or SaaS products strongly preferred

Required Skills:

• Excellent communication, time management, and collaboration skills
• Strong writing portfolio or work samples, with the ability to explain your writing approach
• Experience with 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

Preferred Skills:

• Experience with government-mandated benefits such as SSS, PhilHealth, PagIBIG, 13th month pay, solo parent leave, and special leave for women

ASSUMPTION: While not explicitly stated, it is assumed that proficiency in English is required for this role due to the global nature of the company and the need to communicate with users worldwide.

💰 Compensation & Benefits

Salary Range: Based on industry standards for technical writers with 5-10 years of experience in the Philippines, the estimated salary range is PHP 60,000 - 100,000 per month. However, the company has not provided specific salary information for this role.

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
• Internet and meal allowance while on work from home setup
• 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)

Working Hours: Full-time position with standard working hours, typically 8 hours per day, Monday to Friday. However, the company offers a hybrid work arrangement, allowing employees to work from home and on-site.

ASSUMPTION: The salary range provided is an estimate based on market research and may vary depending on the candidate's qualifications and the company's internal salary structure.

📌 Applicant Insights

🔍 Company Context

Industry: Software Development

Company Size: 1,001-5,000 employees

Founded: Five9 was founded in 2001 and has since grown to become a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide.

Company Description:

• Five9 provides a comprehensive suite of CX solutions, powered by Five9 Genius AI, to elevate customer experiences that deliver better business outcomes in the era of The New CX.
• The New CX redefines how brands connect with customers through seamless and efficient AI-driven journeys that anticipate and meet each customer’s unique needs.
• Five9's unified cloud-native offering enables AI and human agents to create hyper-personalized customer experiences, so every customer interaction is more connected, effortless, and personal.

Company Specialties:

• Customer Experience (CX) Solutions
• AI-Driven Journeys
• Cloud-Native Offering
• Hyper-Personalized Customer Experiences

Company Website: https://www.Five9.com

ASSUMPTION: Five9 is a global company with a strong focus on innovation and customer experience, making it an attractive employer for technical writers seeking to work in a dynamic and growing industry.

📊 Role Analysis

Career Level: Mid-level to Senior

Reporting Structure: This role reports directly to the Senior Manager, Product Content & Operations and works closely with global teams, including product managers, engineers, and other senior writers.

Work Arrangement: Hybrid (On-site and Remote) with standard working hours, typically 8 hours per day, Monday to Friday.

Growth Opportunities:

• Potential career progression to Senior Technical Writer or Content Manager roles
• Opportunities to work on diverse projects and collaborate with global teams
• Chance to develop expertise in customer experience and AI-driven journeys

ASSUMPTION: This role offers strong growth potential for technical writers looking to advance their careers in a dynamic and innovative industry.

🌍 Location & Work Environment

Office Type: Hybrid (On-site and Remote)

Office Location(s): Manila, Philippines

Geographic Context:

• Manila is the capital and most populous city of the Philippines, offering a vibrant and multicultural work environment
• The Philippines has a tropical marine climate, with temperatures ranging from 21°C to 32°C (70°F to 90°F) throughout the year
• The city is known for its bustling nightlife, rich history, and diverse cuisine

Work Schedule: Standard working hours, typically 8 hours per day, Monday to Friday, with flexibility for remote work as needed

ASSUMPTION: The hybrid work arrangement offers employees the best of both worlds, allowing them to enjoy the benefits of working from home while also having the opportunity to collaborate and connect with colleagues in the office.

💼 Interview & Application Insights

Typical Process:

• Online application submission
• Phone or video screening with the hiring manager
• Technical writing test or assignment
• Final interview with the senior manager and/or other team members

Key Assessment Areas:

• Writing skills and ability to create clear, user-centric documentation
• Collaboration and communication skills
• Understanding of software or SaaS products and technical concepts
• Cultural fit and alignment with Five9's values

Application Tips:

• Tailor your resume and cover letter to highlight your relevant experience and skills for this role
• Include a portfolio or work samples that demonstrate your writing approach and ability to create user-friendly documentation
• Prepare for the technical writing test or assignment by reviewing Five9's products and understanding their target audience
• Research Five9's company culture and values to ensure a strong cultural fit

ATS Keywords: Technical Writing, Documentation, Customer-Facing Content, Software, SaaS, Collaboration, Communication, User-Centric Design, Content Usability, Visual Creation, Accessibility Standards, Feedback Incorporation, Source Control Tools, Portfolio Development

ASSUMPTION: Five9 uses an Applicant Tracking System (ATS) to manage job applications, so including relevant keywords in your resume can help improve your chances of being selected for an interview.

🛠️ Tools & Technologies

• MadCap Flare (preferred)
• Other content authoring and publishing systems
• Jira (for Agile project management)
• GitLab (for source control)
• Microsoft Office Suite

ASSUMPTION: While not explicitly stated, it is assumed that proficiency in using content authoring and publishing systems, as well as project management and source control tools, is required for this role.

👔 Cultural Fit Considerations

Company Values:

• Innovation
• Customer Focus
• Integrity
• Collaboration
• Accountability

Work Style:

• Global team collaboration
• Agile project management
• Continuous improvement and learning
• Strong communication and time management skills

Self-Assessment Questions:

• Do you have a strong understanding of software or SaaS products and the ability to translate complex technical information into clear, user-centric content?
• Are you comfortable working in a global team environment and collaborating with diverse stakeholders?
• Do you have strong communication, time management, and collaboration skills, and are you able to work effectively in an Agile project management framework?

ASSUMPTION: Five9 values employees who are innovative, customer-focused, and committed to continuous improvement and learning, as well as those who can thrive in a global team environment and embrace an Agile project management approach.

⚠️ Potential Challenges

• Working with global teams may require adjustments to communication styles and time zones
• The role may involve tight deadlines and rapid changes in product features, requiring strong adaptability and time management skills
• The hybrid work arrangement may present challenges in maintaining work-life balance
• The role may require occasional on-site presence, which could be inconvenient for some applicants

ASSUMPTION: While Five9 offers a hybrid work arrangement, it is important for applicants to consider the potential challenges and ensure that the role and work environment align with their personal preferences and needs.

📈 Similar Roles Comparison

• Compared to other technical writing roles, this position offers a unique opportunity to work on customer experience and AI-driven journeys, which may provide a competitive advantage in the industry
• Five9's global presence and focus on innovation make it an attractive employer for technical writers seeking to work in a dynamic and growing industry
• Career progression in this role may lead to senior technical writer or content manager positions, offering opportunities for growth and advancement

ASSUMPTION: This role offers unique advantages and opportunities for technical writers looking to work in a dynamic and innovative industry, with strong potential for career growth and advancement.

📝 Sample Projects

• Creating user-friendly documentation for Five9's CX platform, including user guides, tutorials, and API references
• Developing and maintaining content for Five9's customer support portal, ensuring that users have access to the information they need to succeed with the company's solutions
• Collaborating with product managers and engineers to gather technical information and update documentation based on new product features

ASSUMPTION: These sample projects are intended to provide applicants with a better understanding of the types of tasks and responsibilities they may encounter in this role, as well as the opportunity to demonstrate their skills and qualifications.

❓ Key Questions to Ask During Interview

• Can you describe the typical workflow for documentation projects, from planning and drafting to final publishing?
• How does Five9 support the professional development and growth of its technical writers?
• What are the most challenging aspects of working with global teams, and how does Five9 address these challenges?
• How does Five9 ensure that its documentation meets the needs of users with varying technical backgrounds and experience levels?
• What are the most important qualities and skills for success in this role, according to the hiring manager?

ASSUMPTION: These interview questions are designed to help applicants better understand the role, the company culture, and the expectations for success in this position.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through this link: https://www.Five9.com/careers/job-detail?gh_jid=5500733004
• Tailor your resume and cover letter to highlight your relevant experience and skills for this role
• Prepare a portfolio or work samples that demonstrate your writing approach and ability to create user-friendly documentation
• Prepare for the technical writing test or assignment by reviewing Five9's products and understanding their target audience
• Research Five9's company culture and values to ensure a strong cultural fit
• Follow up with the hiring manager one week after submitting your application to express your interest in the role and inquire about the status of your application

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.