Senior Technical Writer, Support Documentation

The opportunity

Documentation ownership

• Manage product-area content from planning and drafting through maintenance and retirement.
• Document complex platform behavior, including integrations, identity and permissions, and new features.
• Use AI-assisted authoring to draft, summarize, and audit content, then verify output against the product.

Information architecture and strategy

• Evolve Support Center taxonomy, content types, navigation, and metadata schema with the documentation manager.
• Consolidate inconsistent or redundant content and monitor self-service resolution, search performance, feature adoption, and support volume.
• Create AI-ready topics, semantic markup, and metadata; use incorrect AI support answers to prioritize content fixes.

Release work and collaboration

• Gather and validate release information with Product Management, Product Marketing, Engineering, and subject matter experts.
• Work with support managers and agents to identify customer difficulties, documentation needs, and product issues.
• Assess release impacts on existing content, affected audiences, and unresolved questions; scope releases and flag work that will not fit.

Standards and mentorship

• Maintain style, editorial, terminology, content quality, templates, review workflows, and risk-based review cadence.
• Govern Support Center taxonomy and metadata, deduplication, and the path from published to deprecated to archived content.
• Provide peer review and mentorship and help other writers develop release-scoping skills.

What you bring

• At least 5 years writing technical or support documentation for SaaS platforms or complex software environments.
• Direct experience changing the structure of a documentation set, knowledge base, or help center.
• Strong writing skills and ability to explain complex technical behavior accurately at different depths for different audiences.
• Comfort defining documentation plans from incomplete information and working on releases still taking shape.
• Experience with content modeling and single-sourcing; proficiency with a modern CMS, including structured fields and metadata.
• Comfort with AI-assisted authoring and interest in why well-written content can still produce wrong answers.

Bonus experience

• Healthcare, clinical, or other regulated software documentation; support-agent knowledge management; search relevance or query analysis.
• Partner integration documentation; CCMS tools such as Paligo, Heretto, or IXIASOFT; or structured authoring in DITA.
• Taxonomy or ontology, knowledge graphs, RAG knowledge bases or AI support assistants, and prompt design.

Workplace

• The role is remote-first; Ottawa, Toronto, or Calgary are preferred locations.

Compensation and benefits

• The stated base salary range is CAD $75,000 to $90,000; the description does not specify a pay cadence.
• Benefits include flexible PTO, retirement-plan matching, customizable health coverage, an HSA, product discounts, and learning opportunities.

About Fullscript