Technical Author

WELCOME TO PCI PAL PCI Pal is a leading provider of SaaS solutions that empower companies to take payments securely, adhere to strict industry governance, and remove their business from the significant risks posed by non-compliance and data loss. We are integrated and resold by some of the worlds’ leading business communications vendors, as well as major payment service providers. We are currently looking for a Technical & Partner Support Engineer to join our Operations Department. THE OPPORTUNITY: We are seeking a Technical Author on a 12-month fixed-term contract to take ownership of our customer-facing and internal documentation. This is a primarily greenfield role, giving you the autonomy to establish best practices, set standards, and create high-quality content that makes a real impact for our customers, partners, and internal teams. You will lead the revamp of our existing API documentation and expand our knowledge base with integration guides, troubleshooting content, and support articles. As the sole technical author in the business, you’ll work cross-functionally with Development, Product, Customer Success, and Operations — reporting directly to our VP, Operations and operating with significant independence. This role is primarily remote, with occasional travel to London or Ipswich for quarterly business reviews or workshops. YOU WILL BE RESPONSIBLE FOR: • Designing, writing, and maintaining customer-facing documentation including API guides, integration documentation, troubleshooting articles, and support knowledge base content. • Revamping and improving our existing API documentation to ensure clarity, accuracy, and usability for developer and partner audiences. • Structuring and managing our documentation in Confluence, including article hierarchy, tagging, and permission management to control visibility across different customer and partner groups. • Working with subject matter experts across Development, Product, Customer Success, and Operations to capture technical knowledge and turn it into clear, accessible documentation. • Establishing content standards, workflows, and style guidelines to ensure documentation is consistent and scalable. • Acting as the documentation lead within the business, with autonomy to shape how knowledge is delivered internally and externally. WE WANT TO HEAR FROM YOU IF YOU: • Have proven experience as a Technical Author or Technical Writer within SaaS, UCaaS, CCaaS, CPaaS, or payments environments. • Are a Confluence expert, confident in structuring knowledge bases and managing permissions for targeted content visibility. • Have experience creating high-quality API documentation, integration guides, and customer support content. • Can translate complex technical concepts into simple, audience-appropriate language. • Are comfortable working autonomously and cross-functionally, building strong relationships with technical and non-technical stakeholders. • Bring excellent written English, editorial standards, and an eye for detail. Nice to have: • Have knowledge of PCI DSS or secure payment systems, Jira Service Management knowledge base integrations, or a technical background (development/support). • Can provide samples or a portfolio of previous work to support your application. IN RETURN WE OFFER: • 25 days holiday, rising to 28 days per annum with length of service • Birthday leave • Medical, dental and optical insurance cover • Option to either work in our Ipswich office, or from home (or both!) • An exciting and flexible working environment surrounded by friendly and committed co-workers • Electric Vehicle Scheme • “Work from anywhere” 2 weeks per year policy • Reward, benefits and wellbeing hub (offering support, discounts, cashback and savings) • Training and development opportunities • Ad-hoc team events, incentives and competitions TALK TO US: If you have any questions or want to find out more, we’d love to hear from you. Please contact the Recruitment Team at recruitment@pcipal.com