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

Compensation
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.

Benefits

Medical

Dental

Vision

Flexible spending and health savings accounts

Life insurance

Disability insurance

Retirement

Paid vacation/time off

Educational assistance

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. If you have questions on what benefits apply to you, please speak to your recruiter.

Equal Opportunity Employer
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 click here for additional information. (For Illinois E‑Verify information click here , aquí , or tu ).

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