Technical Writer

Bright Pattern provides the simplest and most powerful omnichannel cloud contact center software for innovative companies.Join our team of stars as we continue to grow rapidly!

Bright Pattern is looking for a Technical Writer who is passionate about making complex technology accessible and easy to use. In this role, you won’t just be writing documentation; you’ll be a hands-on advocate for our users. You’ll be one of the first to use new features in our omnichannel contact center software. Your primary mission will be to document our product with clarity and precision for our global customers. If you love to tinker, break things, figure them out, and then teach others, this is the perfect role for you.

Key Responsibilities:

Hands-on Technical Tasks :

• Act as the “first customer” for new features, testing them for usability, clarity, and ease of use from a user’s perspective.
• Configure and operate our software in various test environments to ensure documentation is accurate, complete, and effective.
• Work directly with engineers and product managers to understand new features, functionality, and technical specifications before they are released.
• Use and document APIs and integrations to provide comprehensive guidance for developers and system administrators.
• Identify and report software bugs, UI/UX issues, and gaps in functionality discovered during the documentation process.
  

Writing & Content Creation:

• Write, edit, and maintain high-quality technical documentation, including user guides, tutorials, API references, quick-start guides, and release notes.
• Develop clear, concise, and accurate content for our three core audiences: Service Providers, Contact Center Administrators, and Agents/Supervisors.
• Create screenshots and other visual aids to supplement written documentation.
• Ensure all content is written in clear English suitable for high-quality automatic translation.
  

Process & Strategy:

• Help manage the documentation lifecycle from planning and authoring to publishing and maintenance.
• Collaborate with the customer success and support teams to identify common customer pain points that can be solved with better documentation.
• Contribute to the content roadmap and identify areas for improvement and new content needs.
  

Qualifications and Key Skills:

• 3+ years of experience as a technical writer, documentation specialist, or a similar role for a software product (SaaS preferred).
• Proven hands-on experience installing, configuring, and using enterprise software
• Precise English written communication, with the ability to convey complex ideas in simple language.
• Experience working collaboratively with software engineering, product management, and QA teams.
• A portfolio of writing samples that demonstrates your ability to explain complex technical concepts clearly and concisely.
• Basic scripting ability (e.g., Bash, Python) and can call an API.
  

Ideal Additional Skills:

• Direct experience in a Quality Assurance (QA), software testing, or support engineering role.
• Experience documenting REST APIs using tools like Swagger/OpenAPI or Postman.
• Experience with “docs-as-code” workflows (e.g., using Markdown, reStructuredText, Sphinx, MkDocs).
• Familiarity with the Linux operating system.
  

Salary and Benefits:

• Competitive compensation
• Corporate stock options
• 401K
• Casual workplace
• Quarterly company events and outings
  

Bright Pattern is a fast-moving cloud software company growing faster than others in the market. You will be in a pivotal role to make a difference and significant contribution to company success as we embark on our next ramp of growth, while working in an exciting, fast-paced startup environment with experienced industry leaders.

Ready to join the Bright Pattern Team? Apply Now!

About Bright Pattern

About Bright Pattern: Bright Pattern offers the only true omnichannel cloud platform that can be deployed quickly and nimbly by business users. Bright Pattern allows companies to offer an effortless and personal customer experience across channels like voice, text, chat, email, video, messengers, and bots. Bright Pattern also allows companies to measure and act on every interaction on every channel with embedded AI omnichannel quality management.

The company was founded by a team of industry veterans who pioneered the leading contact center solutions and are now delivering an architecture for the future. Bright Pattern’s cloud contact center solution is used globally in over 26 countries and 12 languages. The company is headquartered in South San Francisco/Pleasanton, California.

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