technical writer
Philadelphia, PA
3 DAYS AGO
22594465
Summary
Philadelphia, PA
In-Person
Competitive Salary
5 Years Experience
High school graduate or equivalency certificate (GED)
No Commission
40.00 hours per week / Day Shift / Full-Time
Description
Your Job
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
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.At Koch companies, we are entrepreneurs. This means we openly challenge the status quo, find new ways to create value and get rewarded for our individual contributions. Any compensation range provided for a role is an estimate determined by available market data. The actual amount may be higher or lower than the range provided considering each candidate's knowledge, skills, abilities, and geographic location. If you have questions, please speak to your recruiter about the flexibility and detail of our compensation philosophy.
Hiring Philosophy
All Koch companies value diversity of thought, perspectives, aptitudes, experiences, and backgrounds. We are Military Ready and Second Chance employers. Learn more about our hiring philosophy here.
Who We Are
At Koch, employees are empowered to do what they do best to make life better. Learn how our business philosophy helps employees unleash their potential while creating value for themselves and the company.
Our Benefits
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
... For full info follow application link.
Equal Opportunity Employer, including disability and protected veteran status.
Additional Details
How To Identify Potential Job Scams
APPLY ON EMPLOYER'S WEBSITE
Save Job
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Share This Job
Copyright2026Commonwealth of Pennsylvania
Governor Josh Shapiro
SSR 849: JobPostingDetails | Build: 19.3.5.72 (5/15/2026 1:16:40 PM) | Server: LIEDCPRWBCWD001 | Database: Database Instance
Philadelphia, PA
3 DAYS AGO
22594465
Summary
Philadelphia, PA
In-Person
Competitive Salary
5 Years Experience
High school graduate or equivalency certificate (GED)
No Commission
40.00 hours per week / Day Shift / Full-Time
Description
Your Job
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
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.At Koch companies, we are entrepreneurs. This means we openly challenge the status quo, find new ways to create value and get rewarded for our individual contributions. Any compensation range provided for a role is an estimate determined by available market data. The actual amount may be higher or lower than the range provided considering each candidate's knowledge, skills, abilities, and geographic location. If you have questions, please speak to your recruiter about the flexibility and detail of our compensation philosophy.
Hiring Philosophy
All Koch companies value diversity of thought, perspectives, aptitudes, experiences, and backgrounds. We are Military Ready and Second Chance employers. Learn more about our hiring philosophy here.
Who We Are
At Koch, employees are empowered to do what they do best to make life better. Learn how our business philosophy helps employees unleash their potential while creating value for themselves and the company.
Our Benefits
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
... For full info follow application link.
Equal Opportunity Employer, including disability and protected veteran status.
Additional Details
How To Identify Potential Job Scams
APPLY ON EMPLOYER'S WEBSITE
Save Job
Share This Job
Copyright2026Commonwealth of Pennsylvania
Governor Josh Shapiro
SSR 849: JobPostingDetails | Build: 19.3.5.72 (5/15/2026 1:16:40 PM) | Server: LIEDCPRWBCWD001 | Database: Database Instance
Job ID: 522736454
Originally Posted on: 5/28/2026
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