Technical Writer

Job Overview

GCH Technologies operates the U.S. Short Code Registry, in partnership with CTIA, the administrative platform that manages how brands apply for, vet, and lease short codes behind business‑to‑consumer messaging  system underpins billions of messages annually, including two‑factor authentication and emergency alerts that most people rely on without knowing the infrastructure exists. GCH launched the modernized Short Code Registry in January 2026 and continues to innovate across an expanding product portfolio.

We're hiring a hands‑on technical writer to build our customer‑facing knowledge base from the ground up, then grow it into a full content engine that drives adoption, reduces support load, and showcases what's possible on our platform.

This is a build‑then‑scale role. In the first six months you'll transform scattered documentation into a structured Zendesk knowledge base. From there you'll expand into enablement programs, release communications, customer education, and in‑app content, all informed by analytics showing exactly where users need help.

• Organize and build a searchable Zendesk knowledge base from existing documentation
• Write user guides, FAQs, troubleshooting docs, and training materials
• Learn our Registry platform through hands‑on exploration and SME interviews
• Apply information design principles to structure content for discoverability

• Develop enablement programs: video tutorials, webinars, and certification content
• Create case studies and success stories that demonstrate real platform outcomes
• Write release notes, feature announcements, and migration guides for new launches
• Collaborate with our Business Analyst to build and optimize Pendo in‑app guides—tooltips, walkthroughs, and contextual help at critical user moments
• Use Pendo analytics and Zendesk ticket data to measure your documentation’s direct impact on feature adoption and support volume, and use those findings to prioritize what you build next
• Maintain and evolve documentation as the platform grows

• 5+ years technical writing experience in B2B SaaS or technical products
• Proven track record building customer‑facing knowledge bases and enablement programs
• Exceptional writing clarity, grammar, style, and the ability to translate complex technical concepts for non‑technical audiences
• Proficiency in Zendesk (or equivalent tool), Markdown/HTML, and version control (Git)
• Information design instincts – you create logical hierarchies, not just documents
• Data‑informed mindset; you use analytics to prioritize content and measure impact

• Hands‑on experience with in‑app guidance platforms (Pendo, Appcues, Walk Me)
• Strong experience authoring API documentation (OpenAPI/Swagger familiarity a plus)
• Background in telecom, mobile messaging, or infrastructure products
• Proven ability to write compelling case studies and customer success stories
• Knowledge of WCAG accessibility guidelines and inclusive documentation practices
• Experience working in Agile development teams and sprint cadences
• Comfortable and effective using AI‑assisted writing tools to accelerate content production responsibly
• Familiarity with Word Press or similar CMS for managing public‑facing docs

Our goal is for each employee, and their families, to live fulfilling and healthy lives. We provide essential resources and support to build and maintain physical, financial, and emotional strength – focusing on overall wellbeing so you can focus on what matters most. Our benefits plan includes medical, dental, vision, flexible spending and health savings accounts, life insurance, ADD, disability, retirement, paid vacation/time off, educational assistance, and may also include infertility assistance, paid parental leave and adoption assistance.

Specific eligibility criteria is set by the applicable Summary Plan Description, policy or guideline and benefits may vary by geographic region.

Equal Opportunity Employer, including disability and protected veteran status. Except where prohibited by state law, some offers of employment are conditioned upon successfully passing a drug test. This employer uses E‑Verify. Please  for additional information. (For Illinois E‑Verify information , aquí, or tu).