Technical Documentation Manager

About CloudSense

Since its founding in 2009, CloudSense has performed over 100 successful implementations in the last decade, and provides support for businesses in over 30 countries across 4 continents. Ambitious telecommunications, media and services enterprises rely on CloudSense to help them thrive in a digital-first economy, by transforming sales processes, increasing productivity and enhancing profitability.

To learn more, visit CloudSense.com.

About the Role

A key leadership role within the Product team, the Technical Documentation Manager will own, coordinate, and drive the documentation efforts of the team. Shaping CloudSense's internal and external-facing documentation. 

From analysis and planning, through publishing and maintenance, the Technical Documentation Manager will lead initiatives to produce best-in-class documentation for our end users, implementation partners, and professional services teams.

• Take ownership over all technical documentation and related processes, driving continuous improvement and staying updated with industry best practices

• Lead and develop a small distributed team of Technical Writers; including hiring, mentoring, managing priorities, performance reviews and development plans

• Develop a deep expertise in CloudSense products and author CloudSense product documentation and related materials such as user guides, API documentation, technical references, tutorials, release notes

• Ensure documentation is updated in conjunction with product changes, releases and feedback

• Proofread, peer-review and edit documentation authored by CloudSense Engineering and Technical Writing teams

• Demonstrates precise application of grammar rules and syntax, producing error-free sentences that adhere to the highest linguistic standards

• Ensure that CloudSense documentation standards and best practices are observed and implemented for documents written by themselves and the team

• Identify opportunities and execute initiatives that drive more effective documentation authoring and review and publishing processes

• Define growth and improvement KPIs, regularly report status, and driving achievement

• Track and manage documentation related projects from concept through delivery and maintenance

• Keep abreast of and evaluate current and potential documentation technologies and systems and make recommendations for change where appropriate.

Competencies: Knowledge, Skills, and AbilitiesEssential Skills:

• Excellent verbal and written communications skills

• Complete fluency in English in a business context

• Experience in writing end user functional documentation

• Ability to understand and author and generate documentation using Markdown or other markup languages

• Experience in writing technical documentation

• Experience with document, knowledge, learning and content management systems in general

• Experience in writing API documentation

• Experience with using, configuring, customising and writing documentation for enterprise grade business software.

• Experience with documentation as code and source code control systems.

• Experience of managing small teams in a general or technical context.

• Self-motivated with the ability to manage and prioritise personal working time effectively.

• Ability to proactively engage and work effectively with Product Managers to understand the requirements sufficient to create documentation plans and develop content.

• Ability to proactively engage and work effectively with Engineers, Testers and Product Managers to understand product functional and technical details sufficient to transform that knowledge into excellent documentation.

Desirable Skills:

• Ability to author content with Atlassian Confluence

• Experience in the telecommunications or media industries

• Experience with the use and/or implementation of order management, CPQ or similar systems (e.g. billing, eCommerce, ERP).

• Experience with using API documentation tools/technologies such as Javadoc and Swagger.

• Experience in defining logical information management structures and with tools that support creating them.

• Experience in creating business process documentation and tools such as Visio, GraphML and BPMN.

Life @ CloudSense

Our offices, and the people working in them, all have their unique quirks and qualities. But they're also distinctly CloudSense. The thing that ties them together? The way we work — with clear goals, autonomy, and support — and the friendships we share. We're a technology company, but our focus is on giving people the tools they need to succeed in their careers and lives. This has to start with our own people. We want every CloudSense employee to be healthy, happy and secure — at work and at home. So we do whatever we can to make this happen.

Our Vision

To be a leading Commerce and Subscriber Management platform, making successful companies more convenient.

Our Mission

To empower our customers to compete, innovate and win subscribers by making it easier to launch, sell and fulfill.

Our Culture

Our culture is the heart of who we are. We all earned the support of each other, and we believe in a healthy respectful challenge to ensure we test and iterate everything we do. This applies to all CloudSensers, our partners and our customers.

Our Values

Trust — Innovation — Empathy — Confidence — Accountability

Some of the benefits you will love:

• Fully paid health insurance
• 24 paid leave days and birthday leave
• Additional tenure based leave days
• Wellbeing and fitness
• Tailored learning and development
• Social events
• Flexible working and summer working hours
• WFH benefits