Technical Author

Totalmobile Group; England; Hybrid; GBP 40,000 - 65,000; Full time

Job summary

Totalmobile is seeking a Technical Author to take end-to-end ownership of Connect documentation. You will develop deep product knowledge, review and expand content, and create user guides that help customers navigate complex workflows.

You’ll work with Product Managers, Developers, QA, Support, and SMEs to ensure accuracy as the product evolves. You’ll continuously improve information architecture, navigation, and discoverability while delivering high-quality documentation that supports

Qualifications

• Experience creating end-user software documentation.
• Knowledge of structured authoring principles and information architecture.
• Ability to organise documentation for easy navigation and consumption.
• Strong writing, editing, and proofreading skills.

Responsibilities

• Take end-to-end ownership of documentation for Connect.
• Review, improve, and expand existing content; create new user guides and release notes.
• Collaborate with Product Managers, Developers, QA Engineers, Support Teams and SMEs to capture insights and track product changes.
• Improve information architecture, navigation, discoverability and overall content quality.

Skills

Documentation ownership

Structured authoring

Information architecture

Technical communication

MadCap Flare

RoboHelp

Tools

MadCap Flare

RoboHelp

Job description

The way the world delivers field services is changing fast. Totalmobile is right at the centre of that change.

As the UK and Ireland's leading Field Service Management provider, Totalmobile supports more than 1,000 organisations and 500,000 mobile workers with software that keeps essential services moving. From housing providers and local authorities to healthcare, utilities, and infrastructure organisations, our technology helps frontline teams deliver critical services more effectively.

Every day, people rely on Totalmobile solutions to manage complex operations, keep communities safe, and ensure essential work happens when and where it should. Behind every successful deployment is clear, accurate documentation that helps customers unlock the full value of our products.

That's where this brand new role comes in.

The story so far

Over the last year, our Product Documentation function has been on a transformation journey.

We've introduced a modern authoring platform, launched a new public documentation site, redesigned and standardised release notes, and moved away from Confluence to create a more scalable, structured approach to content management. The impact has been significant, with positive feedback from both customers and internal teams.

But we're not finished.

As our product portfolio continues to evolve, so does the demand for high-quality documentation. We have ambitious plans for the future, including documentation analytics, multimedia content, chatbot integration, localisation, and new ways of helping customers access the information they need.

To support the next phase of that journey, we're looking for a Technical Author who wants to take ownership of one of the most important documentation areas in our business.

A product with real impact

This role will focus on Connect, one of Totalmobile's largest and most powerful products.

Connect helps organisations manage the complete lifecycle of work, bringing together planning, scheduling, job management, mobile working, resource coordination, and real-time operational visibility within a single platform. It plays a critical role in helping customers deliver high-quality services efficiently, while maintaining control over complex operations and field-based work.

Significant progress has already been made in building the documentation foundation for Connect. With the core framework approximately 70% complete, we're now looking for someone who can build on that success, become the long-term owner of the product documentation, and continue raising the standard of content delivered to our customers.

The role

As a Technical Author at Totalmobile, you'll take end-to-end ownership of documentation for Connect.

You’ll immerse yourself in the product, developing deep expertise in how it works and how customers use it in the real world. You’ll review, improve, and expand existing content while creating new documentation that helps users confidently navigate complex workflows and features.

This isn't a role where information simply arrives in your inbox. You’ll work closely with Product Managers, Developers, QA Engineers, Support Teams, and Subject Matter Experts to uncover insights, understand product changes, and ensure documentation remains accurate and relevant as our software evolves.

You’ll be responsible for producing user guides, release notes, feature documentation, and supporting content, while continuously improving information architecture, navigation, discoverability, and overall content quality.

Most importantly, you’ll help establish our documentation as a trusted source of truth that enables customer self-service, improves product adoption, and enhances the overall customer experience.

What you’ll bring

• We're looking for an experienced Technical Author with a strong track record of creating end-user software documentation.
• You’ll have experience owning documentation within a software environment and a genuine passion for helping users understand complex products through clear, well-structured content. You’ll understand structured authoring principles and information architecture, with the ability to organise documentation in a way that makes it easy to find, navigate, and consume.
• You’ll be a confident communicator who can work independently, build relationships across technical and non-technical teams, and quickly develop an understanding of complex software products.
• Exceptional writing, editing, and proofreading skills are essential, along with a meticulous attention to detail and a commitment to quality.
• Experience with tools such as MadCap Flare, RoboHelp, or similar help-authoring platforms would be highly beneficial.

Why Totalmobile

This is an opportunity to join a team where documentation is genuinely valued and recognised as a key part of the customer experience.

You’ll have ownership of a major product area, the freedom to influence how documentation evolves, and the chance to contribute to exciting future initiatives involving analytics, AI-powered content experiences, multimedia, and localisation.

Most importantly, you’ll see the direct impact of your work. Every guide, release note, and knowledge article you create will help organisations deliver vital services more effectively and help users get the most from technology that supports communities every day.

If you’re passionate about creating documentation that informs, empowers, and improves customer outcomes, we’d love to hear from you.

At Totalmobile, we want all of our employees to feel valued, appreciated, and free to be who they are at work. We are committed to an inclusive workforce that fully represents many different cultures, backgrounds and viewpoints. We are dedicated to supporting inclusion and diversity at Totalmobile. We actively celebrate colleagues’ different abilities, sexual orientation, ethnicity, faith, and gender. Everyone is welcome and supported in their development at all stages in their journey with us.