Technical Writer creating text and graphics that help Genetec software customers use products independently. Collaborating with developers, support, marketing, and training teams.
About the role
- Senior Technical Writer owning SaaS support documentation and information architecture. Shaping AI-ready content for Fullscript’s practitioner and patient health technology platform.
Responsibilities
- 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
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