Senior Technical Writer, Support Documentation

Fullscript

. Own the content lifecycle for product areas, from planning and drafting through maintenance and retirement .

Posted 10/16/2026full-timeRemote • CanadaSenior💰 CA$75,000 - CA$90,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing the content lifecycle for technical documentation, including AI-assisted authoring and content modeling. Proficient in creating structured, scannable documentation for SaaS platforms while ensuring adherence to quality standards and editorial policies.

Highest-signal resume keywords

Technical Documentation WritingContent Management SystemsAI-Assisted AuthoringContent ModelingTaxonomy Development

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical DocumentationContent Lifecycle ManagementSemantic MarkupMetadata SchemaContent Fix PrioritizationRelease Impact AssessmentDocumentation Gap AnalysisSingle-SourcingSearch Performance MonitoringEditorial Policies

Soft Skills

Strong Writing SkillsMentorshipCollaborationProblem-SolvingAdaptability

Tools & Technologies

PaligoHerettoIXIASOFTDITAKnowledge Management Systems

Industry Keywords

SaaS PlatformsHealthcare DocumentationClinical SoftwareRegulated SoftwareKnowledge Graphs

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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