Eckoh is a market leader of Customer Engagement Security Solutions, supporting an international client base from our offices in the U.S. and the U.K. Eckoh is owned by Bridgepoint one of the world's leading private asset growth investors, with over $75 billion of assets under management.

As a PCI DSS Level 1 Service Provider, our products and expanding digital and conversational AI capabilities help enterprises protect sensitive data, improve customer experience, and modernise the way they operate. Our mission is to set the standard for secure interactions between consumers and the world’s leading brands. With a strong heritage in secure payments and an expanding portfolio of cloud native, omni-channel engagement solutions our vocation is simple: to make every customer interaction secure whether it is handled by a human agent or an AI agent, without ever compromising the customer experience.

Our large portfolio of clients, which includes many of the Fortune 250, come from a broad range of vertical markets including healthcare, retail, hospitality, financial services, and utilities.

The Role: Eckoh is hiring a Senior Technical Writer to establish and own the documentation function across our customer engagement security platform. You will define our documentation architecture, toolchain and standards from the ground up, then deliver across the full span of our content — developer and API documentation, customer-facing user guides, internal handover and enablement, and product descriptions that feed marketing and sales. You will also be a key component of ensuring that our documentation processes support the ‘docs-as-code’ paradigm emerging through AI enhanced software delivery to ensure we have accurate, structured, version-controlled documentation. This is a high-autonomy, founding role: you will decide how Eckoh communicates its products in writing, across the entire product portfolio.

Key Responsibilities:

Documentation ownership & delivery

• Own and deliver documentation across the full portfolio.
• Author developer and integration documentation, and API reference docs for our partner channels (CCaaS, CRM, PSP, SI) and customer technical teams.
• Write and maintain clear customer-facing user guides across the portfolio
• Provide clear in-product microcopy (UI text, tooltips) and use diagrams to make complex security and payment flows easy to understand
• Create internal handover and enablement content for Support/NOC, Pre-Sales
• Supply concise, accurate product descriptions to Product Marketing to underpin sales collateral
• Migrate and rationalise existing content into a structured single source of truth
• Deliver documentation alongside features and releases

Architecture, tooling & standards

• Establish Eckoh’s documentation architecture, toolchain, content model and style guide from a blank canvas
• Participate in build-versus-buy and platform selection across surfaces
• Establish and apply a consistent English-language house style US English as the default for our primary market, with awareness of UK and international audiences
• Structure content to serve both human readers and AI systems, treating documentation as a trusted source of truth for AI-powered tooling
• Define standards, templates and review processes, and continuously integrate AI into the documentation workflow to improve quality and velocity

Collaboration & product integration

• Partner with Product, Engineering, Customer Success, Support and Product Marketing to capture and validate content
• Engage early in the product development lifecycle so documentation requirements are embedded from the outset
• Advocate for the customer throughout — the right content, for the right user, at the right time focusing on what the customer needs, not what the system does

Measurement & growth

• Measure documentation effectiveness — for example partner time-to-integrate, support-ticket deflection and coverage against release — and improve continuously
• Prioritise ruthlessly across a broad remit, making informed trade-offs between short- and long-term needs
• As the function matures, mentor contributors across the business and help shape the case for growing the team

Essential Sills & Experience:

• 5+ years of technical writing experience, including setting up or significantly evolving a documentation function in a B2B SaaS environment
• Strong experience across both developer/API documentation and customer-facing product documentation
• Experience markdown, and documentation generated from API specifications (OpenAPI / AsyncAPI)
• Comfort producing in-product microcopy and working with diagrams and visual explanation
• Experience with knowledge base tooling, developer / API portals
• The judgement to prioritise across a broad remit and sequence work based on impact
• Confidence building credibility with Product, Engineering, Customer Success and Product Marketing leaders
• Excellent written English with deep editorial judgement, and the ability to maintain a consistent house style across US and international audiences
• A portfolio of writing samples that communicate complex technical information clearly
• An proven understanding of how AI tooling can enhance the role of the Technical Writer in producing, editing and managing content

Desirable:

• A proven track record of selecting and implementing a documentation tool chain, not just operating within an existing one
• Exposure to PCI DSS, payments, fintech or other regulated security domains
• Experience documenting contact centre, CCaaS or conversational AI products
• Experience with API documentation platforms (Fern, ReadMe, Mintlify, Redocly) and static site generators (Docusaurus)
• Ability to read code in at least one programming language, and familiarity with JSON/YAML
• Familiarity with Confluence, Jira, Figma, Miro
• Experience with git-based workflows,
• Familiarity with structuring content for AI consumption, docs-as-code experience, directly driving AI tools with documentation

Our culture:

Our values sit at the heart of the culture at Eckoh:

We encourage and support everyone to grow with Eckoh

We challenge, listen, and are open minded to change and suggestions from others

As trusted advisors, we use our knowledge to solve challenges and deliver the best for our clients

We take personal ownership to strive for excellence in whatever we do

We are welcoming, embrace diversity and respect each other in a spirit of true humanity

At Eckoh we value creativity, collaboration and innovation and look forward to welcoming a new team member who shares these values.

Join Us!

So, if you are an innovator and love to find creative solutions to challenges, are passionate about helping customers provide exceptional service then you should consider working here at Eckoh.

Pay: From £60,000.00 per year

Benefits:

• Casual dress
• Company pension
• Cycle to work scheme
• Free flu jabs
• Free parking
• Life insurance
• On-site parking
• Referral programme

Work Location: Hybrid remote in Hemel Hempstead HP3 9HN