Technical Author

SALARY: Commensurate with experience

LOCATION: Remote-first, to work on UK time



  • There will always be something interesting for you to do. We’re an award-winning hyper-scale B2B SaaS business – 750x growth in monthly revenues over the last two years, still growing at 10%+ month-on-month.
  • You’ll be part of a fast-changing industry that is shaping how we work in the post-pandemic world. We’re working at the cutting edge of the converged/unified communications, collaboration, and telecommunications industries.
  • Our ambition isn’t limited by geography yours doesn’t need to be either. We’re global – we work with 300 partners to serve end-users in over 100 countries.
  • You’ll be part of a remote-first global team. We’re remote first, all work from home and follow a philosophy of “sometimes life gets in the way of work, and sometimes work gets in the way of life”. So, ditch the commute and work more flexibly.
  • You’ll have some amazing people around you. Serial entrepreneurs, technical experts, industry gurus– we all support each other.

We are a global unified communications company specializing in mediation between voice and IT infrastructure.  Recently described by a NYSE analyst as ‘the de facto way to voice-enable Microsoft Teams’ we punch well above our weight.

Our core product is Call2Teams – a Microsoft-approved middleware product that seamlessly connects any business phone system or SIP Trunk provider to Microsoft Teams. Call2Teams is a cloud-native, enterprise-grade, and high-availability mediation platform that operates multi-tenant infrastructure in 4 continents across 12 Azure regions. We work with multiple Microsoft-approved cloud-based SBC vendors and have interoperability with over 30 PBX/Call controllers and over 30 trunk providers.  The product is sold on a per-user, per month SaaS basis and is sold only through channel partners.  We have over 275 channel partners, including providing a private-labeled service to most of the world’s biggest UCaaS and CCaaS providers. See for more information.

We recently launched a second product, Carrier Automate – a cloud service technology that bridges between Service Providers (telco operators and carriers) and Microsoft Teams.  Partnering with Ribbon Communications, we are one of only a handful of approved Microsoft Operator Connect Accelerator partners.  This product is in early life but promises to be as innovative and class-leading as Call2Teams. This is your chance to join us at the beginning of this exciting journey. See for more information.

We were founded in the UK in 2017 and have recently joined the DSNTY group. The business has seen hyper-growth in the last two years and has a product roadmap that will see this high growth continue. We are a fully remote team with employees in the UK, Europe, and the US.

We are a tight-knit team determined to build great products.  If all this resonates with you, then we’d love to hear from you. 


As Technical Author you will have a key role in the business; ensuring that we create simple, engaging, and polished technical content (from the high level to the deep dive) for internal staff and our global partner base.

You will:

You will have proven experience in a highly technical field, such as software development or computer science, preferably from a SaaS, telecoms/UCaaS background, although not essential. You will be engaging with all areas of the business to attain the information you need to get the job done, so being an excellent communicator and team player, with the natural ability to evaluate and analyze complex information is essential. Your natural desire to help people understand the things that are hard to understand in creative ways will be critical to the role.

Key activities include:

We have a highly complex product and feature set that both internal staff and partners need to understand, from the high-level technical overview to the deep dive nuts and bolts. Therefore, the planning, development, execution, and maintenance of all technical documentation is critical.

  • You will be working with SMEs (Subject Matter Experts) to obtain a deep understanding of products and services to translate complex product information into simple, polished, and engaging content
  • Write user-friendly content that meets the needs of the target audience, allowing us to better activate existing partners and acquire/onboard new partners
  • Create a plan for how the technical information should be created based on how the intended audience would like to consume it (Video, knowledge base articles, low-level design documents, instruction manuals, how-to guides, infographics etc.)
  • Translate complex technical product information to align with the audience’s ability.
  • Audit our current position on technical documentation and create a strategy that includes:
    • Innovative approaches for improvement to develop comprehensive documentation that meets organizational standards
    • Produce new documentation – including the templating of appropriate structure and language to be used for future documents
    • Update existing documentation – ensuring all are raised to the required levels
  • Create a process to ensure any product changes are captured within the technical documentation and how this should be communicated internally and externally
  • Work with the Product and Marketing teams to ensure all collateral is within company guidelines on style and tone
  • Develop and maintain detailed databases of appropriate reference materials, including research, usability tests, and design specifications

Skills and experiences that will help you succeed:

You will report to the Operations Manager, with a dotted line to the Product Manager, as the immediate need will be to improve our Product Technical Documentation and processes.

This is the first role of its kind within the business, so there is an incredible opportunity to really make it your own, grow the role, and drive for the high standards we expect of ourselves and what our partners expect of us. Therefore, a drive for growth and improvement is a must.

Must have’s:

  • Bachelor’s degree in a relevant technical field
  • 3 years’ + industry experience as an effective technical writer
  • Proven ability to quickly learn and understand complex topics
  • Previous experience with developing product manuals, how-to guides, website help sections, knowledge base articles, and other content that distils technical information with ease and clarity.
  • Previous experience writing documentation and procedural materials for multiple audiences
  • Superior written and verbal communication skills, with a keen eye for detail
  • Experience working with engineering to improve the user experience: design, UI, and help refine content and create visuals and diagrams for technical support content
  • Proven ability to handle multiple projects simultaneously, with an eye for prioritization
  • Able to deal with and progress forward in the face of ambiguity
  • Be a self-starter and have an early impact

Nice to have’s

  • Master’s degree or above in a relevant technical field
  • SaaS, Telecoms/UCaaS background
  • Previous software development experience
  • Experience with C#, JavaScript, and Perl programming languages

Qualities and behaviours we’re looking for:

  • A strong desire to get stuff done with a ruthless fixation on delivery.
  • Actively seeking to improve existing solutions or find new ones.
  • Owning making stuff happen – looking in the mirror, not out the window, when it comes to identifying someone to take responsibility and get stuff done.
  • Paying attention to the detail. Given that our partners and their end-users rely on Call2Teams for business-critical voice-calling, we’re pedantic about the quality of the work we do.
  • Being unafraid of acknowledging when you need help.
  • Accomplished at asking the right questions and communicating clearly in written and verbal form.
  • Preference for working in a fast-moving, constantly changing environment.
  • Love for, and curiosity about, new technologies and methodologies and how they shape the world.
  • Experience of working in a startup or scale-up with an understanding that everyone needs to roll their sleeves up and get involved.

What we’re offering:

  • Competitive salary
  • Work for one of the most disruptive and successful unified communications startups
  • 20 days paid holiday per year (plus any public holidays)
  • Annual conference/training contribution
  • Pension contributions (UK only, cash equivalent for non-UK)
  • Healthcare + life assurance + critical illness cover (UK only, cash equivalent for non-UK)


We are an equal opportunities employer and are committed to fostering an inclusive workplace which values and benefits from the diversity of our workforce.

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