Technical Writer

Atlanta, Georgia | Orlando, Florida | Philadelphia, Pennsylvania | Washington, District of Columbia | Wichita, Kansas
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 the short codes behind business‑to‑consumer messaging at scale. The 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.
Our Team

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.
What You Will Do

Months 1‑6: Build the Foundation

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
Months 6+ : Scale and Deepen

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
Who You Are (Basic Qualifications)

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
What Will Put You Ahead

Hands‑on experience with in‑app guidance platforms (Pendo, Appcues, WalkMe)
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 WordPress or similar CMS for managing public‑facing docs
For this role, we anticipate paying $85k–$125k per year. This role is eligible for variable pay, issued as a monetary bonus or in another form.
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.

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