Technical Documentation Lead
Department: Engineering
Employment Type: Full Time
Location: Manchester, UK
Reporting To: Khaled Kaloo
Description
Interact provides enterprise‑grade intranet software that connects over three million employees to leading global names like Levi's, Domino’s, Teva Pharmaceuticals, and Technicolor. Our team of customer‑focused problem solvers are passionate about helping organizations to communicate better. We do this together by constantly working to improve every service and product we offer. With offices in Manchester, New York, Dubai, Tulsa, Warsaw, and Manila, we operate across North America, EMEA, and Australia. Click on any of our vacancies and you’ll see one thing in common – they all begin with this message. Why? Because at Interact we treat everyone with the same respect and honesty. Whether you’re a developer fresh out of college or a seasoned salesperson, we live the motto that we uphold for our customers: our people are our most valuable assets. We are looking for a Technical Documentation Lead to own and transform how we create, manage, and deliver technical content to our customers, partners, and internal teams. This is not a traditional technical writing role. We need someone who thinks like an engineer, writes like a communicator, and operates like an owner.
In this role you will take responsibility for producing deep, technically rigorous documentation aimed at a technical audience: system administrators, developers, integration engineers, and IT leaders who need to understand not just what our platform does, but how it behaves, why it behaves that way, and what they need to consider when configuring, integrating, and scaling it. This covers both new features as they are released and retrospective documentation of existing platform capabilities where coverage is currently lacking or incomplete.
A significant amount of technical knowledge already exists across the business, produced by developers, product managers, technical account managers, and consultants. However, this content is fragmented, inconsistently maintained, and has no single owner. This role exists to bring structure, governance, and strategic direction to that body of knowledge, turning it into a high‑quality, self‑serve knowledge base that powers customer success, reduces support burden, and accelerates presales.
Why This Role Matters
We are at a stage where the depth and quality of our technical documentation directly impacts customer satisfaction, support efficiency, sales velocity, and product adoption. The knowledge exists across the business, but it is scattered, inconsistent, and unmanaged. This role is about bringing engineering‑grade discipline to how we capture, organise, and deliver technical knowledge, and making it a genuine competitive advantage.
If you are a technically‑minded communicator who finds satisfaction in making complex systems understandable, and you want to own a function from the ground up, we would like to hear from you.
A little about you…
- Proven experience producing customer‑facing technical documentation for a technical audience. We are looking for portfolio evidence of content that clearly explains system behaviour, constraints, and interactions — not just step‑by‑step “how‑to” guides — particularly where content supports searchability, AI‑driven resolution, and knowledge reuse.
- Strong technical background, ideally in software engineering, systems administration, or a similar discipline. You should be comfortable reading code, understanding APIs, and discussing system architecture with engineering teams.
- Practical experience applying AI in a documentation or knowledge context. This could include using AI‑assisted authoring tools, structuring content for AI consumption, improving self‑serve support through AI, or contributing to chatbot / knowledge automation initiatives. You should understand how content quality, structure, and metadata impact AI effectiveness.
- Experience working in, or closely with, enterprise SaaS product organisations, collaborating with product and engineering to translate complex functionality into clear, usable documentation.
- Strong understanding of information architecture, content governance, and documentation lifecycle management, with the ability to design scalable documentation structures that serve multiple audiences and use cases.
- Excellent written communication skills, with the ability to convey complex technical concepts with clarity, precision, and consistency for both technical and semi‑technical audiences.
- Proven ability to work cross‑functionally with engineering, product, support, and customer‑facing teams to ensure documentation accurately reflects real‑world usage and customer needs.
- A proactive, ownership‑driven mindset. This role starts as an individual contributor with no immediate team, requiring someone who is hands‑on, self‑directed, and comfortable building documentation strategy and execution from the ground up.
- Strong systems thinking and analytical reasoning. You should be able to analyse complex platforms, understand component interactions, map data flows and dependencies, and identify the implications that customers need to understand — building a coherent mental model rather than simply documenting inputs.
Desirable
- Experience with developer portals, community platforms, or knowledge base tooling (e.g., Confluence, GitBook, ReadMe, Zendesk Guide).
- Familiarity with docs‑as‑code workflows (Markdown, Git, static site generators, CI/CD pipelines for documentation).
- Experience structuring content for AI and machine consumption, including optimisation for chatbots, semantic search, and RAG (Retrieval‑Augmented Generation) pipelines.
- Background in intranet, digital workplace, or internal communications platforms.
- Experience producing API and developer documentation (REST, GraphQL, webhooks).
- Understanding of security and compliance documentation requirements (e.g., ISO 27001, SOC 2).
About the role…
Customer‑Facing Technical Documentation
- Author and maintain in‑depth technical articles covering platform behaviour, feature interactions, configuration constraints, limitations, and architectural considerations.
- Produce content that goes beyond surface‑level enablement guides. Think: how feature flags interact, what happens at scale, what the edge cases are, and what customers need to plan for when enabling capabilities.
- Write for a technical audience (IT administrators, developers, integration engineers) without exposing proprietary implementation detail. The goal is to explain the what and the why without giving away the how at a source‑code level.
- Publish content to the community portal, developer portal, and knowledge base, ensuring it is discoverable, well‑structured, and kept current.
Knowledge Governance and Information Architecture
- Establish and enforce documentation standards, templates, style guides, and review workflows across all technical content.
- Audit existing internal documentation produced by engineering, product, technical consultancy, technical account management, and support teams. Identify gaps, duplication, and decay.
- Build and maintain an information architecture that makes it easy for both customers and internal teams to find accurate, up‑to‑date answers.
- Define a content lifecycle: creation, review, publication, maintenance, deprecation. Own the process end‑to‑end.
Enabling Frontline and Support Teams
- Create and curate a knowledge base that directly supports technical support, customer success, technical account managers, and presales engineers.
- Ensure content is structured and tagged in a way that enables AI‑powered support tools (chatbots, search, auto‑resolution) to surface accurate answers quickly.
- Work with support leadership to identify the most common and costly customer queries, and prioritise documentation that drives self‑service resolution and deflects tickets.
- Partner with presales and technical consultancy teams to produce collateral that supports complex sales cycles and customer onboarding.
Cross‑Functional Collaboration
- Work closely with engineering and product to document new features at launch, with a focus on technical depth and accuracy rather than marketing messaging.
- Take ownership of a structured handover process from engineering and product, receiving internal technical documentation, architectural decisions, design rationale, and known constraints, and translating them into clear, customer‑facing content. This includes retrospective coverage of existing features as well as new releases.
- Act as the bridge between deeply technical internal teams and the customer‑facing world, translating complex concepts into clear, precise, and actionable content.
Benefits
- 25 days annual leave (with the option to buy and sell additional days)
- Cycle to work scheme
- Access to Learning & Development platform
- Life Insurance
- Auto Enrolment Pensions
- Healthshield (Cashback on dental check‑ups and fillings, eye tests, physiotherapy, prescriptions and much more)
- Reimburse for usage of personal mobile phone
- Free Gym membership and Free Friday lunch for office based staff
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