Technical Documentation Lead

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.

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.

A Little About You...

• Proven experience producing customer-facing technical documentation for a technical audience.
• Strong technical background, ideally in software engineering, systems administration, or a similar discipline.
• Practical experience applying AI in a documentation or knowledge context.
• Experience working in, or closely with, enterprise SaaS product organisations.
• Strong understanding of information architecture, content governance, and documentation lifecycle management.
• Excellent written communication skills.
• Proven ability to work cross-functionally with engineering, product, support, and customer-facing teams.
• A proactive, ownership-driven mindset.
• Strong systems thinking and analytical reasoning.

Desirable Experience

• Experience with developer portals, community platforms, or knowledge base tooling (e.g., Confluence, GitBook, ReadMe, Zendesk Guide).
• Familiarity with docs-as-code workflows.
• Experience structuring content for AI and machine consumption.
• Background in intranet, digital workplace, or internal communications platforms.
• Experience producing API and developer documentation.
• Understanding of security and compliance documentation requirements.

About The Role...

• 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.
• Publish content to the community portal, developer portal, and knowledge base.

Knowledge Governance and Information Architecture

• Establish and enforce documentation standards, templates, style guides, and review workflows across all technical content.
• Audit existing internal documentation.
• Build and maintain an information architecture.
• Define a content lifecycle: creation, review, publication, maintenance, deprecation.

Enabling Frontline and Support Teams

• Create and curate a knowledge base that directly supports technical support, customer success, technical account managers, and presales engineers.
• Work with support leadership to identify the most common and costly customer queries.

Cross-Functional Collaboration

• Work closely with engineering and product to document new features at launch.
• Take ownership of a structured handover process from engineering and product.
• Act as the bridge between deeply technical internal teams and the customer-facing world.