Trustonic

Role Description We are entering the next phase of our documentation journey, moving to a modern Docs-as-Code model that creates a single source of truth for the Trustonic Telecoms SaaS Platform. We are looking for a Technical Author who will play a key role within the global Product team, working closely with Product Management and Engineering from the very start of the product lifecycle. Documentation is treated as a core product deliverable — ensuring customers, internal teams, and our partner network always have access to accurate, trusted, and up-to-date information. This is an opportunity to help shape how documentation is created, maintained, and consumed across a fast-moving global platform business. You will help transition legacy content into structured Markdown repositories, close documentation gaps with high-quality technical content, and embed documentation into modern product development workflows. The content you create will support AI-driven querying, internal knowledge systems, and multi-format outputs across both customer-facing and internal environments. Working closely with Product, Engineering, Support, Delivery, and Commercial teams, you will ensure documentation remains scalable, maintainable, and aligned with the evolution of the platform. As the Technical Author , you will: - Documentation ownership & delivery - Own and maintain technical documentation using a Docs-as-Code approach - Migrate existing and legacy documentation into a structured Markdown knowledgebase - Create clear, accurate, and maintainable documentation where gaps exist - Ensure documentation is delivered alongside platform features and releases — not after them - Maintain a single source of truth for documentation as the platform evolves - Collaboration & product integration - Work closely with Product, Engineering, Support, Delivery, and Commercial teams to capture and validate content - Engage early in the product development lifecycle to ensure documentation requirements are embedded from the outset - Support real-world customer, partner, sales, and delivery use cases through practical, accessible documentation - Collaborate directly with engineers and technical stakeholders to simplify complex concepts into usable content - Knowledge management & scalability - Structure documentation to support AI-assisted querying, reuse, and automated outputs - Help improve the visibility, accessibility, and consistency of technical information across the business - Contribute to scalable documentation processes, standards, and workflows - Support the evolution of documentation tooling, repositories, and publishing practices - Commercial & operational support - Use Aha! Ideas to capture, prioritise, and track documentation needs raised by field-based commercial teams - Ensure documentation supports customer onboarding, operational delivery, support processes, and partner enablement - Contribute to improving the overall customer and internal user experience through better knowledge accessibility Qualifications - Experience working as a Technical Author or Technical Writer within a SaaS, platform, or technical environment - Hands-on experience working with Markdown language and modern writing and authoring tools - Experience collaborating directly with engineers, product managers, and technical stakeholders and working effectively within distributed or remote teams - Experience creating structured technical documentation for both internal and external audiences Requirements - Experience documenting telecoms, device management, or security solutions (desirable) - Familiarity with Docs-as-Code tooling, version control systems, or documentation pipelines (desirable) - Experience supporting documentation needs for sales, partner, or field-based commercial teams (desirable) - Understanding of modern technical documentation practices and structured content management - Awareness of documentation workflows within Agile or product-led environments - Understanding of how documentation supports customer success, operational delivery, and product adoption - Awareness of AI-assisted knowledge management and reusable content structures Skills - Excellent written communication and technical writing skills - Ability to simplify complex technical concepts into clear, user-friendly documentation - Strong stakeholder collaboration and relationship management skills - Ability to work independently while contributing effectively within cross-functional teams - Strong attention to detail and commitment to documentation quality and accuracy - Ability to prioritise effectively in a fast-paced, evolving environment Benefits - Competitive compensation - A base salary that reflects your expertise and impact - Bonus scheme to share in our success - Immediate participation in our pension scheme - Private medical insurance for you and your family from day one - Income protection and life insurance for peace of mind - Remote working arrangements to support your lifestyle - An open holiday policy with no upper limit—take the time you need, when you need it - Support for volunteering and causes that matter to you - Opportunities for professional development and career progression - Exposure and interaction with global teams - A commitment to diversity, equity, and inclusion - A collaborative environment where your voice is valued and your wellbeing is prioritised - The chance to work on technology that drives global economic inclusion and makes a real difference in people’s lives

• We're looking for a Senior UI Developer to take a leading role in building and evolving our operator web portal for a next-generation telecoms platform. • You’ll create intuitive, high-performance user interfaces that power device lifecycle management at scale—working at the intersection of frontend engineering, real-time data, and secure cloud integrations. • This is a high-impact role where you’ll shape the user experience across a complex SaaS platform, collaborating closely with backend engineers and product teams to deliver seamless, scalable solutions. • You’ll play a key role in translating sophisticated platform capabilities into elegant, usable interfaces for customers. • Build Modern Web Experiences by designing, developing, and maintaining a React 18-based operator portal, delivering responsive and intuitive user interfaces. • Create Reusable UI Components and develop and maintain scalable component libraries using Ant Design, ensuring consistency and reusability across the platform. • Integrate with Cloud Services, working with AWS AppSync GraphQL APIs and Cognito authentication flows to deliver secure, real-time user experiences. • Own State & Data Management by implementing efficient data-fetching and state management patterns (e.g., React Query, Zustand) for real-time device data. • Drive Frontend Performance by optimising applications for speed and scalability through code-splitting, lazy loading, and caching strategies. • Collaborate Across Teams by partnering with backend engineers on API design and schema evolution, and contributing to UX and design discussions. • Ensure Quality & Reliability by writing robust unit and integration tests using Jest and React Testing Library, and contributing to code reviews and best practices. • Champion User Experience & Accessibility by ensuring applications meet high standards for responsiveness, cross-browser compatibility, and accessibility.

• Build Scalable Cloud Services • Design and develop Python-based backend services, from early concept through to production, using modern AWS serverless technologies. • Deliver Event-Driven Architectures • Create and evolve event-driven systems using AWS Lambda, SQS, SNS, and Step Functions to support high-scale device operations. • Own Backend Quality & Performance • Write clean, testable code and continuously improve system reliability, observability, and performance in production environments. • Shape System Architecture • Contribute to architecture decisions, design reviews, and technical strategy across multiple backend services. • Drive Engineering Best Practices • Promote strong SDLC practices including CI/CD, automated testing, monitoring, and structured logging. • Collaborate Across Teams • Work closely with product, QA, and other engineers to deliver high-quality features and improve overall platform resilience. • Solve Complex Problems • Diagnose and resolve issues across distributed systems, including performance bottlenecks and production incidents. • Support Critical Systems • Participate in incident response and continuous improvement of business-critical AWS workloads.

• Drive growth, build executive relationships, and elevate customer success across APAC accounts and partner ecosystem. • Expand our footprint and nurture high-value customer relationships. • Drive revenue through renewals, upsells, and new business opportunities. • Build and manage a strong pipeline by nurturing deep relationships with existing customers and partners. • Identify and create new business opportunities in the India & neighboring markets. • Develop compelling proposals and lead full sales cycles from preparation through to deal negotiation and close. • Provide customer and market insights to inform wider commercial and product strategy. • Collaborate closely with Key Account, Customer Success, and Product teams. • Support the establishment of strategic partner relationships and ensure alignment across OEMs and ecosystem players. • Maintain accurate documentation and ensure CRM systems (e.g., Salesforce) are always up to date. • Manage direct reports to drive consistent upsell, cross-sell, and geographic expansion strategies when required.

• Responsible for creating new business opportunities, establishing and nurturing customer relationships and delivering customer solutions in the APAC region. • Strategic partner prospects and where applicable support the establishment of these relationships. • New potential clients through making connections, building relationships and establishing networks. • Appropriate products/services to potential clients that meet their needs. • Plans to create new business opportunities in the market and winning new customers. • Key deal preparation, presentation and leadership to attain a successful close. • Customer and market insight to support the development of the wider go-to-market strategy. • Translated market feedback and collated data to provide guidance for our product strategies. • Insight, support and collaboration across the APAC team to maximise sales opportunities. • Travel to customers in region as needed.

• Create and execute plans to generate new business opportunities with existing customers in the region • Build and maintain a strong pipeline through proactive relationship building and networking • Establish and nurture strategic partnerships, including with OEMs and channel partners • Lead complex deal cycles from opportunity identification through negotiation and close • Identify upsell, cross-sell, and expansion opportunities to drive revenue growth • Deliver compelling presentations to senior stakeholders, including CXO-level leaders • Serve as a trusted advisor to key accounts, ensuring high levels of customer satisfaction and success • Collaborate closely with Key Account, Farm, and Customer Success teams to maximise commercial outcomes • Ensure accurate documentation and timely updates across sales systems (e.g. Salesforce)

• Resolve complex technical issues across production and non-production environments • Own and troubleshoot customer cases from a global support queue • Provide clear, timely updates and proactively manage customer expectations • Collaborate cross-functionally to deliver high-quality, seamless customer experiences • Apply Knowledge-Centred Support (KCS) methodology to document solutions • Author, publish, and continuously improve knowledge base articles • Communicate complex technical concepts clearly to both technical and non-technical stakeholders • Participate in product testing, including new releases • Contribute to improving customer-facing documentation (Wiki & Zendesk) • Effectively manage workload and priorities in alignment with team objectives • Continuously expand your expertise across the Trustonic SaaS platform

• Architect and maintain cutting-edge data systems that power analytics, AI, and operational decision-making. • Take ownership of end-to-end data lifecycles, designing pipelines, models, and architectures that support real-time insights and machine learning at scale. • Build modern, cloud-native data platforms (AWS, Snowflake, Databricks) supporting batch and streaming use cases. • Automate ETL/ELT workflows, optimize data models, and enable self-serve analytics and AI. • Manage ingestion, storage, processing, and delivery of structured and unstructured data. • Continuously tune infrastructure for high concurrency, low latency, and cost efficiency. • Ingest telemetry, API, and application data in real time to power dashboards and AI-driven tools. • Provision datasets for ML/AI workloads, integrating with SageMaker, Snowflake ML, and MLOps best practices. • Ensure robust data governance, compliance (GDPR, SOC 2), and enterprise-grade security. • Work closely with Product, Engineering, DevOps, and Analytics teams to align data solutions with business goals.

• Lead Technical Pre-Sales Engagements. • Act as the primary technical advisor to the Regional Sales Team. • Lead complex technical discussions, solution architecture sessions, and risk assessments with enterprise and C-level stakeholders. • Conduct deep discovery sessions to map customer technical, functional, and security requirements to business objectives. • Design end-to-end solutions spanning APIs, webhooks, cloud platforms, and secure system integrations. • Deliver tailored product demonstrations and articulate differentiated value against competitive solutions. • Create detailed technical proposals including architecture diagrams, implementation timelines, integration requirements, and risk assessments. • Qualify technical requirements and guide customers confidently through evaluation processes. • Convert Opportunity into Revenue. • Translate market opportunities into tangible revenue through expert consultation and solution design. • Accurately scope solutions in collaboration with Product and Professional Services teams. • Lead Proof of Concept initiatives where required. • Ensure smooth transition from closed deal to Implementation, enabling seamless customer onboarding and long-term success. • Stay close to customer roadmaps, identifying risks and growth opportunities. • Support Customer Success and Technical Account Management teams in evaluating new requirements. • Provide creative technical alternatives when requirements fall outside current product scope. • Minimise operational disruption through proactive risk mitigation and solutioning. • Represent the company at industry conferences, customer events, and technical forums.

• Lead Technical Pre-Sales Engagements • Act as the primary technical advisor to the Regional Sales Team. • Lead complex technical discussions, solution architecture sessions, and risk assessments with enterprise and C-level stakeholders. • Conduct deep discovery sessions to map customer technical, functional, and security requirements to business objectives. • Design end-to-end solutions spanning APIs, webhooks, cloud platforms, and secure system integrations. • Deliver tailored product demonstrations and articulate differentiated value against competitive solutions. • Create detailed technical proposals including architecture diagrams, implementation timelines, integration requirements, and risk assessments. • Qualify technical requirements and guide customers confidently through evaluation processes. • Convert Opportunity into Revenue • Translate market opportunities into tangible revenue through expert consultation and solution design. • Accurately scope solutions in collaboration with Product and Professional Services teams. • Lead Proof of Concept initiatives where required. • Ensure smooth transition from closed deal to Implementation, enabling seamless customer onboarding and long-term success. • Stay close to customer roadmaps, identifying risks and growth opportunities. • Support Customer Success and Technical Account Management teams in evaluating new requirements. • Provide creative technical alternatives when requirements fall outside current product scope. • Minimise operational disruption through proactive risk mitigation and solutioning. • Represent the company at industry conferences, customer events, and technical forums.