Senior Technical Writer, Support Documentation

Job not on LinkedIn

🔥 13 hours ago

🇨🇦 Canada – Remote

💵 $75k - $90k / year

⏰ Full Time

🟠 Senior

🔏 Technical Writer

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Fullscript

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2016

🏥 Healthcare

📦 Logistics

🏭 Manufacturing

💰 $240M Private Equity Round on 2021-11

Healthcare • Logistics • Manufacturing

Fullscript is a comprehensive platform that facilitates whole person care for healthcare providers. It integrates industry-leading lab testing, high-quality supplements, and a suite of tools designed to enhance patient adherence and outcomes. Fullscript offers features like personalized patient plans, evidence-based templates, patient engagement tools, and seamless wholesale ordering of supplements. The platform also integrates with top EHR systems to streamline workflows for healthcare practitioners, making it easier for them to provide effective care. With Fullscript, patients can manage their health routines more conveniently, and providers can create personalized care plans with the support of clinical evidence and insights.

📋 Description

• Own the content lifecycle for product areas, from planning and drafting through maintenance and retirement • Document complex platform behavior, including integrations, identity and permissions, and net-new features • Use AI-assisted authoring to draft, summarize, and audit content, validating output against the product • Design and evolve Support Center information architecture, including taxonomy, content types, navigation, and metadata schema • Consolidate inconsistent or redundant documentation • Monitor self-service resolution, search performance, feature adoption, and support contact volume • Produce AI-ready content with semantic markup and complete metadata • Prioritize content fixes based on incorrect AI-assisted support answers • Gather and validate technical information for releases with Product Management, Product Marketing, Engineering, and SMEs • Work with support managers and frontline agents to identify customer friction and documentation needs • Produce release impact assessments • Identify and resolve documentation gaps not addressed by product specifications • Scope and size releases and help writers manage their domains independently • Maintain style guides, editorial policies, quality standards, and controlled terminology • Improve templates, content types, SME review workflows, approval workflows, and review cadence • Govern Support Center taxonomy, metadata, deduplication, and content archival workflows • Provide peer review, mentorship, and editorial guidance to other writers • Report to the Manager, Support Documentation

🎯 Requirements

• 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 turn complex technical behavior into accurate, scannable documentation • Ability to write information at the right depth for practitioners, patients, and support agents • Comfortable working from incomplete information and defining documentation plans for evolving releases • Experience with content modeling and single-sourcing • Proficiency in a modern content management system, including structured fields and metadata • Comfort with AI-assisted authoring • Ottawa, Toronto, or Calgary preferred for this role • Bonus: healthcare, clinical, or regulated software documentation experience • Bonus: knowledge management experience involving support-agent contributions • Bonus: experience improving content discovery through search relevance, query analysis, or external ranking • Bonus: experience documenting integrations across partner ecosystems • Bonus: experience with CCMS tools such as Paligo, Heretto, or IXIASOFT, or structured authoring in DITA • Bonus: taxonomy or ontology experience, including knowledge graphs • Bonus: experience grounding knowledge bases for RAG or AI support assistants • Bonus: prompt design experience

🏖️ Benefits

• Remote-first flexibility to work where you work best • Flexible PTO • RRSP/401k match • Premium benefits package with customizable coverage, paramedical services, and an HSA • Fullscript discounts on wellness products • Continuous learning opportunities • Competitive compensation packages • Additional incentives, perks, and benefits may be available as part of the total rewards package